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Troubleshooting

Troubleshooting

Section titled “Troubleshooting”

Bot Answers Incorrectly

Section titled “Bot Answers Incorrectly”

If the bot is giving wrong, irrelevant, or incomplete answers, the most common causes are:

  1. Missing documents — The knowledge base does not contain information about the topic the customer asked.
  2. Outdated documents — Documents exist but contain old or incorrect information that no longer reflects your current products or policies.
  3. Wrong guardrail mode — The guardrail mode is too restrictive (causing refusals) or too open (allowing off-topic responses).

For a full guide on fixing answer quality, see Improve Bot Quality.

Widget Not Showing

Section titled “Widget Not Showing”

If the chat widget does not appear on your website, check the following:

  1. Embed code placement — The script tag must be placed before the closing </body> tag. Placing it in <head> or after </body> may prevent the widget from loading.
  2. Widget ID — Verify that the Widget ID in the embed code matches the ID shown at Settings → Channels → Web.
  3. Channel active — Confirm the web channel is set to Active in the channel settings. An inactive channel will not render the widget.
  4. Browser console errors — Open your browser’s developer tools (F12) and check the Console tab for JavaScript errors that may be blocking the widget.

Not Receiving Emails

Section titled “Not Receiving Emails”

If you are not receiving invitation emails, password reset emails, or notification emails:

  1. Check your spam or junk folder — Automated emails from Clienta.ai are sometimes filtered.

  2. Confirm the email address used in Clienta.ai matches the inbox you are checking.

  3. Wait up to 5 minutes — Email delivery can be delayed depending on your mail provider.

  4. If still not received, contact support at support@clienta.ai and include the email address and the type of email expected.

Handoff Not Working

Section titled “Handoff Not Working”

If conversations are not being transferred to a live agent when expected:

  1. Agent online status — At least one agent must be marked as Online in the inbox. If all agents are offline, handoff requests will queue but not connect.
  2. Agent role, not Member — Only users with the Agent role or higher can receive handoffs. Users with the Member role cannot handle live conversations.
  3. Guardrail mode — In Strict mode, the bot may resolve more queries without triggering handoff. If customers need frequent human access, consider switching to Hybrid mode.

Cannot Upload Documents

Section titled “Cannot Upload Documents”

If document uploads are failing or not completing:

  1. File type — Supported formats are PDF, DOCX, TXT, and Markdown. Other file types are not accepted.
  2. Plan document limit — Check Settings → Billing to see your current document count against your plan’s limit. Upgrade your plan if you have reached the limit.
  3. File corruption — Try opening the file locally to confirm it is not corrupted. Re-export or re-save the file and attempt the upload again.

Still Need Help?

Section titled “Still Need Help?”

If none of the above steps resolve your issue, contact our support team:

Email: support@clienta.ai

When contacting support, please include:

  • Your organization name
  • A description of the symptoms (what you see vs. what you expect)
  • The steps you already tried
  • A screenshot or screen recording if possible

This helps our team resolve your issue faster.