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Troubleshooting

Use this page when something does not work as expected.

Widget Does Not Load​

Check:

  • The integration key is correct.
  • The script URL is correct.
  • The current domain is in allowed domains.
  • The integration is active.
  • Browser console errors.

See Installing the Widget.

API Tool Call Fails​

Check:

  • The deployment is active.
  • The target API base URL is correct.
  • Authentication settings are complete.
  • The tool arguments match what the API expects.
  • The API is reachable.

See Authentication and Headers and Deployments.

Visitor-Specific Data Is Wrong​

This usually means double-hop authentication is missing or using the wrong token.

Check:

  • The visitor is signed in.
  • Your app passes the current visitor's token.
  • The token is not expired.
  • The token belongs to the current visitor.
  • The API accepts that token.

See Double-Hop Authentication.

Canvas Does Not Render​

Check:

  • Canvas is enabled on the integration.
  • Your widget integration declares canvas templates.
  • The template ID requested by the AI agent exists.
  • The canvas payload matches the template schema.

See Canvas.

Host Action Does Not Run​

Check:

  • Host actions are enabled on the integration.
  • Your app declares the action.
  • The action name matches exactly.
  • The action schema matches the AI agent request.
  • Your app is not rejecting the action for safety reasons.

See Host Capabilities.

Knowledge Base Answers Are Missing​

Check:

  • Knowledge Base settings are ready.
  • Documents finished processing.
  • The integration has the documents attached.
  • The question is related to the uploaded content.

See Knowledge Base.

Correction Memory Does Not Seem to Apply​

Check:

  • Correction Memory is enabled on the integration.
  • The correction was saved or approved for the integration.
  • The test question is similar to the situation the correction describes.
  • The correction is written as a clear rule, not a vague preference.
  • You saved the integration after enabling the feature.

See Correction Memory.

Usage Is Blocked​

For managed subscription accounts:

  • Check remaining credits.
  • Check wallet balance.
  • Check included tool call allowance.
  • Add wallet balance or contact support.

See Usage and Billing.

When to Contact Support​

Contact support when:

  • Enterprise settings are missing or locked.
  • Provider/model access is unavailable.
  • Voice setup fails.
  • Private deployment requirements are involved.
  • Billing status does not match your contract.