My bot isn’t appearing, or disappears Here are the most common reasons for the bot not appearing or disappearing

Go into the bots settings, and make sure the ‘whitelist’ is blank/empty for testing, just incase that is the cause of the issue (this is the most common cause, it’s very sensitive)

Verify the code is installed correctly on your site. Right click your site, click “View Page Source” in the right click menu, and then ctrl+F (Windows) or cmd+F (Mac) search the source code for the script. If nothing is found, the code is not installed. The code should be ideally installed before the tag on your site, but installing in the header may also work if this isn’t an option.

If the code IS installed (you’ve found it in step 2 above) but you still don’t see the bot and you’re using a custom HTML site (not a website builder/platform), add this code to your header section, right after the element:

If the code IS installed but you’re using GHL or Groove and it’s disappearing, make sure you’re using the GHL-specific integration code from the Integration Code tab in settings, below the Universal integration code

If you’re using WordPress, the most common reason for the bot not to appear is due to a caching or optimization plugin - examples include WPRocket, SiteGround, etc. You must go into the relevant plugin and disable all Javascript related functions (JS caching, JS optimization, etc). Disabling the plugin is not enough, as your server will still load the last version. You must go into your optimization plugin and manually disable all JS optimization and caching features. Also ensure you have the bot installed correctly in the first place - you can use the free WPCode plugin to handle this if you’re not sure how.

If you’re using Google Sites or GoDaddy’s website builder, neither of these platforms support custom code injection currently - instead, they embed custom code in a frame, which isn’t compatible with a floating widget, unfortunately. These platforms are intended for small personal projects, not commercial sites. The new inline-embeddable bot MAY work on these sites but is largely untested.

If you’re using a local test environment (aka, testing without uploading your site to an actual server or platform), the bot will not load. It needs to be online, not local.

After making any changes, test in a private browsing window (Incognito mode) to make sure you’re not seeing a cached version of the site

Scenario: When using the AI Mode Block in the flow builder, when the chat reaches the AI block, nothing happens, or the user has to ask twice for a response

Answer: Check that the block directly before the AI Mode Block isn’t a “Question” block. It needs to be a normal “Message” block. If you use a Question block before an AI Mode block, a user would have to ask their question twice - once for the question block, and once for the AI Mode block. Therefore, you should just use a normal Message block prior to an AI Mode block.

Getting an OpenAI error message instead? That means OpenAI may be down! Check OpenAI’s status page here. They don’t always update for very small interruptions, or interruptions which have literally just started — but this error is an OpenAI error specifically.

Styling issues are uncommon but can result when styles on your own site conflict with bot styles.

You can fix these by using some custom CSS on your site. 

Below are the most common issues. For larger issues, such as those that occur on Shopify, see this dedicated help article with styles for Shopify (may also work on other platforms).

Here is how the code snippet would look like for installation:

<style>

div.talktext p {

color: black !important;

}

</style>

Common issues and the relevant CSS is below:

The text on the Call to Action “speech bubble” pop out is white/hidden, meaning you can’t see it

You can insert this as custom CSS on your site to fix it:

<style>

div.talktext p {

color: black !important;

}

</style>

The area behind the “Powered By” branding/custom logo is grey, black or the wrong color.

You can insert this as custom CSS on your site to fix it:

<style>

#poweredBy {

background-color: white !important;

}

</style>


Chat links wrong color:

You can insert this as custom CSS on your site to fix it:

<style>

.chatLink {

color: blue !important;

}

</style>


Button links wrong color:

You can insert this as custom CSS on your site to fix it:

<style>

.sc-suggestions-element {

color: blue !important;

}

</style>



Font size needs changing:

You can insert this as custom CSS on your site to fix it:

<style>

.sc-message--text-content {

font-size: 18px !important;

}

</style>

A small percentage of Shopify themes (a common one is 'Dawn') don't play nicely by default with our bots - the styling of the theme conflicts with the widget, and screws it up (text aligned the wrong way, sometimes not able to type in the chat box, etc). The fix is simple and I'm posting it here for reference...

In your Shopify admin, go to Online Store > Themes.

Click Customize.

Click Theme settings.

Click Custom CSS.

Add your code [the code is below]

Click Save.

Code to add:

<style>

.chat {

text-align: left !important;

}

.sc-user-input--text:focus-visible {

box-shadow: none !important;

}

.sc-user-input--text {

display: block !important;

}

</style>

💡 We've tested this with multiple problematic themes and it has worked in all cases 🙂

The best way to modify the bot to respond with shorter outputs is within the “prompt” (Business Context/training data) itself. Try ending your prompt in the Business Context section with this:

“Important note: keep your responses short and no longer than 250 characters”

How well it follows the advice depends on the model. By default we use GPT 4o mini.

The “reply length” limit within the AI Mode block is more for limiting token/AI credit usage and can also be set as a "hard limit".

For example if we prompted the ai to respond with anwsers no longer than 225 characters we would then set a hard ai limit to 250 so the AI has some room to fully finish a sentance.

Data is passed to integrations in 3 scenarios:

1. When the email block is filled in (unless 2 or 3 below is present)

2. OR when a ‘Save Data’ block is hit

3. OR when an AI Mode block is hit (and the timer is reached, set within the block settings)

So if you’re missing fields or blocks, likely you need to add a Save Data block after the data you want collecting, or you could finish with an AI Block instead, which also serves the same purpose.

This article contains general troubleshooting for issues that arise when using the flow builder (the chat flow editor).

First, you should use a modern, up to date browser such as Google Chrome — this is our recommended browser. Using a modern, up to date browser will fix a lot of issues.

Secondly, simply trying a different browser can fix a lot of issues… which often arise due to a local cache issue.

If your issue is that you’re finding it hard to navigate around a particularly large and complex flow, you can try zooming out in your browser using the “View” toolbar in your browser and then “Zoom Out” several times. Whilst we don’t have a native zoom in/out feature for the flow builder, your browsers own function can be useful for this in the meantime.

We are already working on an improved flowbuilder that makes navigating around larger flows easier.

That said, we highly recommend you keep flows as simple as possible, and use AI blocks to do heavy lifting in your flows.

Also make use of “Loop” blocks to avoid building large flows that use many of the same elements.

For other issues relating to specific functions, see our troubleshooting section of the help desk.

And for a general guide on using the flow builder correctly, see our getting started video here.

Our getting started video shows how to use all of the common block types, and is a must watch to understand how the flow builder and the different blocks work.