Chatbot FAQ & Troubleshooting

Something not working the way you expect? Most chatbot hiccups have a quick fix. Find your question below, follow the steps, and you'll be back on track.

Why isn't the bot replying?

There are a few common reasons:

It's asking for an email first. If you turned on Require Email Before Chat in Guardrails, the visitor must type a valid email before the AI answers. See the next question.
It hit its daily credit limit. Each bot has a Daily AI Credit Limit in Guardrails. If it's reached, the bot stops replying until the next day. Raise the limit if you need more.
A human took over. If a teammate clicked Take Over, the bot goes quiet on purpose and the person handles the chat. Check the inbox status.

It keeps saying "please provide your email" — what's wrong?

This is the email gate. When Require Email Before Chat (in Guardrails) is ON, the visitor has to enter a valid email address before the AI will answer. The catch: it has to be a real, well-formed address like name@company.com. A malformed one such as jane@acme (no .com) won't unlock the chat, so the bot will keep asking.

Fix: type a complete email with a proper ending, like jane@acme.com. If you don't want to collect emails at all, turn Require Email Before Chat OFF in Guardrails.

The bot's replies don't show up in my inbox.

This was a real bug in an earlier version, and it's fixed in the latest update. Bot replies now appear in the conversation thread in your inbox, along with any visitor info the bot captured. If you're still not seeing them, make sure you're on the current version and refresh the inbox.

Two things to check, in order:

Allowed domains. Go to your bot's Appearance settings and confirm your website's domain is listed under Allowed domains. The widget only shows on domains you've allowed — a missing one is the most common cause. (An empty list allows every domain.)
Snippet placement. Make sure the embed snippet is pasted before the closing </body> tag on your page. If it's in the wrong place or missing, the widget won't load.

Then reopen your site in a fresh/incognito window to skip any cached version. See the install guide for full steps.

How do I pause or turn off the bot?

You have options:

For one conversation: open it in the inbox and click Take Over — the bot stops replying to that chat and you take the wheel.
Slow it down globally: lower the Daily AI Credit Limit in Guardrails to cap how much it does per day.
Take it off your site entirely: remove the embed snippet from your website's HTML, or remove your domain from Allowed domains in Appearance.

The bot is giving wrong answers.

Wrong answers almost always mean the bot needs better knowledge.

Go to Training and add or update the information it got wrong.
Check Analytics → Top questions to see what people ask most, and make sure those are answered well.
Consider setting up Quick Topics for your most common questions so the bot answers them consistently.

I can't close the chat window.

The chat has two different "close" actions, which trips people up:

The X (minimize) just hides the widget — the conversation is still there when you reopen it.
To actually end the conversation, open the three-dots menu (⋮) and choose End & start new. That closes the current chat and begins a fresh one.

How much does each bot reply cost?

Each AI reply costs roughly 1 credit per ~1000 words, with a minimum of 1 credit per reply. Short answers cost 1 credit; long ones cost a bit more. You can cap daily spend with the Daily AI Credit Limit in Guardrails (leave it blank and it defaults to 100 per day).

Can I see visitor details and turn a chat into a ticket?

Yes. In an open conversation, click View visitor in CRM to see the contact's record, or Create ticket to turn the chat into a support ticket in one click.

Still stuck?

Re-check Guardrails (email gate, credit limit) and Appearance (allowed domains) first — those two settings cause most issues. If a specific answer is wrong, the fix lives in Training.