Troubleshooting: common problems and fixes

Most problems have a short list of causes. Work through the section that matches what you see. Your browser's developer console (F12) often names the cause directly.

The chat bubble doesn't appear

• The script isn't on the page. View the page source and search for embed.js. Many site builders add custom code only to the published site, not to the editor preview. The script works in the head or the body; just before </body> is the recommended place. See Install with a script tag.
• Wrong agent ID. The console shows Chatbot not found. Copy the snippet again from the Share tab.
• The site isn't in the allowed domains. The console shows intoCHAT: this website is not in the allowed domains of this agent, so the chat is not shown. The agent is limited to other sites. On the Share tab, add this site's domain under Where this agent can appear, or empty the list to allow any website. A new domain can take up to a minute to reach the chat window. See Allowed domains.
• The agent is private. The console shows intoCHAT: this agent is private, so the chat is not shown. On the Share tab, switch off Private agent and click Save.
• Google Tag Manager. GTM removes the data-chatbot-id attribute from script tags in Custom HTML tags, so the widget doesn't know which agent to load. The console shows "The embed script needs a data-chatbot-id attribute." Use the snippet from the Google Tag Manager guide.
• Content Security Policy. If your site sends a CSP header, allow https://www.intochat.ai in script-src, connect-src and frame-src.
• Script optimizers. The script reads the agent ID from its own tag. If a plugin merges or rewrites scripts, exclude embed.js from it.
• Ad or privacy blockers. Some browser extensions block third-party chat scripts. Test in a private window with extensions turned off.
• The bubble shows but the agent stops replying. Visitors see "Message limit reached" when your monthly allowance is used up; see Plans and limits.

An inline iframe or the direct link shows no chat

• The iframe stays empty or shows a browser error. The site isn't in the agent's allowed domains, or the agent is private. The browser then refuses to load the chat in the frame, and the console mentions frame-ancestors. Add the site's domain on the Share tab under Where this agent can appear.
• "This agent is private." Switch off Private agent on the Share tab. While it is on, only you can chat with the agent, in the Playground.
• "This agent doesn't exist anymore." The agent ID in the address is wrong, or the agent was deleted. Copy the code again from the Share tab.
• "The chat couldn't load. Please try again later." The agent's settings didn't load. Reload the page.

A website crawl finds no pages

• "No pages found": intoCHAT couldn't discover pages on that site. Check the address, or switch on Single page mode and add the important pages one by one.
• Everything filtered out: check Exclude URLs containing. A pattern such as / matches every page.
• "The page answered with an error (403)" or similar: the site blocks automated visitors. Ask whoever runs the site to allow it, or upload the content as a file or paste it as text instead.
• "No meaningful content found": the page has almost no readable text.
• "Monthly crawl limit reached": wait for the monthly reset or upgrade. Files, text and Q&A still work.

See Website crawl and Files.

Answers are wrong, vague or out of date

1. Test the question in the Playground.
2. On the Knowledge tab, use Preview the text on the source that should hold the answer. If the text isn't there, the page wasn't read the way you expected.
3. For questions people ask often, add a Q&A pair. Q&A answers rank first.
4. Click the star (Mark as priority) on the most reliable source. It then ranks above other matching knowledge and wins when sources disagree, without retraining.
5. If a page on your site changed, click Refresh from website on its source; it reads the page again and retrains it if the text changed. For a changed file, upload the new version under the same name and train. Sources don't update on their own.
6. Delete outdated sources that contradict the current ones, and check your Instructions.

When nothing relevant is found, the agent says it doesn't know instead of guessing. That is intended: add the missing content. See Managing sources.

The lead form doesn't show

• Enable lead collection is on and you clicked Save lead settings.
• In Manual (visitor asks) mode the form appears only when the visitor asks to be contacted.
• Keyword rules check only the visitor's latest message.
• The form is shown at most 3 times per conversation, and not again once the visitor has shared details in that session. To test again, use a new private window.
• Temporary chats never show it.

See Lead collection.

An action fails

• Open the action and click Send test request in 2. Try it to see the status and response.
• "URL points to a blocked or internal host": private and internal addresses are refused. Use a public URL.
• "This address redirects somewhere else": click Use this address.
• "Request timed out after 30s": the endpoint is too slow.
• The agent never calls it: check that the action is enabled and that When to use describes the questions it is for.
• Client-side actions only run fully on a page where the widget is installed, and fail in an inline iframe embed. See Client-side actions.

Still stuck? Email support@intochat.ai and include your agent ID.