Troubleshooting
Use this page when the product model is correct but the setup is not working.
Widget Does Not Appear
Start with the embed troubleshooting guide:
Widget Appears but Does Not Answer
Check:
- A Website Support channel exists.
- A published agent is deployed to Website Support.
- The deployed agent version is the one you expect.
- The runtime connection is healthy.
- Channel activity does not show recent errors.
Origin Errors
If the browser console reports an origin or CORS issue, add the exact website origin to the embed key.
Related guide: Allowed Origins.
Agent Answers Are Off-Policy
Review:
- The agent's instructions.
- The knowledge files included in the latest published version.
- Tool permissions.
- Escalation instructions.
- The channel activity for the served agent version.
Usage Looks Unexpected
Open Usage in the dashboard and compare:
- Daily usage.
- Model breakdown.
- Billing-cycle dates.
- Overage status.
Related guide: Usage and Credits.