Troubleshooting

Is your assistant not behaving the way you expected? Don't worry: most issues have a specific cause and take just a couple of minutes to fix from your dashboard. Here are the most common situations, what causes them, and how to solve them step by step.

Most common problems

The assistant doesn't respond or always gives the fallback message

Cause: the knowledge base is empty, or the questions it's getting aren't covered by your content.

Solutions:

• Go to Knowledge and confirm you have at least one source in "Ready" status. If it shows "Processing" or an error, that content isn't available for answering yet.
• Re-sync the URL manually using the button on the source itself to force a fresh read.
• Test with questions that are in your content. If those work, it's a coverage gap, not a configuration problem.
• Check Conversations to see what visitors are actually asking, and compare it against what you've documented. It usually reveals easy gaps to fill.

More detail in Knowledge base.

It replies in a different language than expected

Cause: the assistant automatically detects the visitor's language and replies in it.

Solutions:

• To force a fixed language, go to Behaviour & Tone → Instructions and add something like: "Always reply in English, regardless of the visitor's language."
• If your knowledge base is in a single language but you serve customers in others, add documents in those languages so it has material to draw from.

Adjust this in Behaviour & Tone.

It makes up information or gives incorrect data

Cause: creativity is set too high, or the instructions are unclear.

Solutions:

• Lower creativity to a value of 0.3–0.5 in Behaviour & Tone. The lower it is, the more it sticks to your content.
• Add to the instructions: "If you don't have the information in the knowledge base, respond with the fallback message. Don't make up data."
• Check there's no contradictory data across your sources (for example, two different prices for the same thing).

The widget doesn't appear on your site

Most common cause, especially on WordPress: a plugin that optimises JavaScript (LiteSpeed Cache, WP Rocket, Autoptimize). When it merges your site's scripts into one file it can lose the assistant's ID, and the page shows no error (the browser console shows [Chatbot] No chatbot id found). Copy the code from Website → Install on your website again (it has the window.ChatME line and the data-no-optimize="1" and data-no-defer="1" attributes, which only LiteSpeed Cache reads), replace the one on your site and purge the plugin's cache. If you use WP Rocket or Autoptimize, or if it still doesn't show, exclude chatme from the plugin's JavaScript optimisation.

If you don't use an optimisation plugin, it's almost always a small detail in how the snippet was installed. Run through this quickly:

• The snippet must go in the <body>, not the <head>.
• The data-chatbot-id has to be the correct one (copy it again from the dashboard).
• The domain must be allowed in your authorized-domains list (or that list must be empty).
• Clear the cache in your browser and your CDN, since they may be serving an old version of the page.

The full guide is in Install the widget on your site.

You're not receiving form emails

Solutions:

• Confirm the address is correct in Forms → Notification emails.
• Check your spam folder: the sender is info@chatme.es.
• In Gmail, add info@chatme.es to your contacts so it doesn't get filtered again.
• Make sure the form is active and not disabled.

More in Forms.

I want to change my assistant's ID

Cause: the assistant's ID is permanent and can't be changed, since it links the widget to your configuration.

Solutions: if you need a new identifier, contact us and we'll sort it out with you.

Still stuck?

If the problem persists, open the ChatME Assistant inside your dashboard and paste the browser console error there (or describe what you're seeing): it'll give you an instant diagnosis. And if you'd rather we look at it together, book a demo and we'll review it with you live.