Troubleshooting Common Issues

Solutions to the most common problems you might run into with Autoch.at.

Symptoms: The chat widget doesn't show up when you visit your website.

Solutions:

Check the installation — Confirm the widget script is placed before the closing </body> tag in your HTML. If you're using a tag manager (like Google Tag Manager), make sure the tag is firing on all pages.
Check for Content Security Policy (CSP) blocks — Open your browser's developer console (F12) and look for any CSP errors. If your site has a strict CSP, you may need to whitelist Autoch.at's domains.
Check launch rules — In Settings > Chat Widget, review the launch rules. If the widget is set to only appear on specific pages or after a delay, it may not be visible on the page you're testing.
Clear your cache — Your browser may be caching an older version of the page. Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) or test in an incognito window.

Conversations not appearing in my inbox

Symptoms: You know messages are being sent, but they're not showing up in your Conversations inbox.

Solutions:

Check channel configuration — Go to Settings and verify the relevant channel (Email, SMS, Chat) is properly configured and connected.
Check your filters — Make sure you don't have an active filter in the inbox that's hiding the conversations. Click Clear Filters to reset.
Check assignment — If conversations are assigned to a specific agent, they may not appear in your personal view. Switch to the All Conversations view.
For email — Verify your MX and SPF/DKIM records are correctly published. Check Settings > Email for the required DNS records.

Symptoms: The AI is answering questions incorrectly, making things up, or saying it doesn't know something it should know.

Solutions:

Add more Training Context — Go to AI Assistant > Training Context and add information about the topic the AI is getting wrong. FAQs are the most effective format for precise answers.
Check for conflicting information — If you have multiple sources in your Training Context that contradict each other, the AI may give inconsistent answers. Review your sources for conflicts.
Refine the persona — If the AI's tone or approach is off, update the persona in AI Assistant > Assistants. Be specific about how you want the AI to behave.
Use Messaging Directives — For workspace-wide behavioral rules (like always responding in a certain language, or never making pricing commitments), use AI Assistant > Messaging Directives.

Symptoms: The AI keeps trying to handle conversations it should be handing off to your team.

Solutions:

Review your handoff triggers — Go to AI Assistant > Routing & Handoffs and check the Handoff Settings tab. Make sure your escalation triggers are configured correctly.
Add explicit escalation instructions — In your AI assistant's persona, add a clear instruction like: "If a customer expresses frustration, asks to speak to a human, or has a billing dispute, immediately transfer them to a human agent."
Check agent availability — If no agents are available, the AI may continue handling the conversation rather than leaving it unassigned. Review your routing rules for the "no agents available" scenario.

Symptoms: You're unable to connect a social media account, or a previously connected account is showing an error.

Solutions:

Check admin access — You must be an admin of the Facebook Page, Instagram Business account, or LinkedIn Company Page to connect it. Personal profiles cannot be connected.
Re-authorize the connection — Social platform tokens expire periodically. Go to Social Media > Profiles, click the account showing an error, and click Reconnect.
Grant all permissions — During the authorization flow, make sure you grant all the permissions Autoch.at requests. Declining any permissions may cause the connection to fail or work only partially.
Contact support — If the issue persists, contact support@autoch.at with the error message you're seeing.

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Last updated 3 weeks ago