Troubleshooting: Chatbot Not Working

Check #1: Is the script installed?

Open your website, right-click and select View Page Source (or Inspect). Search for widget.js. If you don’t see it, the embed code is missing. Re-install it following the Embed Your Chatbot guide.

Check #2: Check the browser console

Open your browser’s Developer Tools (F12), go to the Console tab, and reload the page. Look for red errors related to the widget. Common issues:

• Failed to load resource — the CDN might be blocked by an ad blocker, firewall, or Content Security Policy (CSP).
• bot-id is required — the data-bot-id attribute is missing or wrong on your script tag.
• CORS errors — your site’s domain may not be added to the allowed origins in your chatbot settings.

Check #3: Ad blockers & privacy extensions

Ad blockers like uBlock Origin, AdBlock Plus, and privacy-focused browsers (Brave, Safari with strict tracking) can block third-party chat widgets. Temporarily disable your ad blocker and reload the page. If the widget appears, you may need to self-host the widget or advise customers to whitelist your site.

Check #4: Content Security Policy (CSP)

If your site has a strict CSP header, it may block the widget from loading. Add these to your CSP:

script-src https://otomatebiz-web.web.app;
connect-src https://*.run.app;

Check #5: Chatbot is disabled

Open the Chatbot page in your Elevate Prospect dashboard and make sure your configuration is saved. If the chatbot is paused or its configuration is incomplete, the widget won’t load.

Check #1: API connectivity

The chatbot relies on cloud functions. Open the browser console (F12 → Console) and look for failed network requests to *.run.app. If these are failing, there may be a temporary service outage (check our status page) or your network may be blocking the domain.

Check #2: Bot ID mismatch

Verify the data-bot-id on your embed script matches the bot ID shown on your dashboard’s Chatbot page → Embed on your website. These must match exactly.

Check #3: Rate limits

If you’re testing and sending many rapid messages, you may hit a rate limit. Wait 60 seconds and try again. Production rate limits are generous but testing in quick succession can trigger them.

Fix #1: Review system instructions

Go to the Chatbot page → Behaviour → Instructions. Your system prompt is the AI’s primary guide. Make sure it clearly defines what the chatbot knows and doesn’t know. Add explicit instructions like: “If asked about pricing, only provide the information listed in the knowledge base. Do not make up prices.”

Fix #2: Update the knowledge base

Outdated or incorrect information in your knowledge base is the most common cause of wrong answers. Re-scan your website and manually review FAQ entries. See the Knowledge Base Setup guide for details.

Fix #3: Check business info accuracy

Go to the Chatbot page → Behaviour → Business info and verify your business hours, address, phone number, and services are correct. Even small typos can cause the chatbot to share wrong information.

Fix #4: Hallucination guardrails

The AI can occasionally “hallucinate”—making up plausible-sounding but incorrect information. Add these guardrails to your system instructions:

• “If you don’t know the answer, say so honestly and offer to connect the customer with our team.”
• “Never invent business hours, prices, or service details. Only share what is in the knowledge base.”
• “For medical or legal questions, always advise the customer to consult a professional.”