Troubleshooting

Common problems and how to fix them. For problems with a specific feature, check the Troubleshooting section at the end of that feature's page.

• The chat widget doesn't appear or looks wrong on your site: see Widget troubleshooting.
• You can't sign in, reset your password or didn't get a confirmation email: see Sign-in and account.
• The bot's answers are wrong, made up or "I don't know": see Improve your bot's answers.

Data sources and syncing

A website sync fails or times out

• The site blocks crawlers. Bot protection such as Cloudflare can block Chat Thing. Allow our crawler in your protection settings, or add the content another way, such as uploading files.
• The pages need a login. For pages behind basic authentication, enter the username and password in the data source's scraping settings.
• The site is slow or very large. Sync fewer pages at once, or split a large site into several data sources.

See Add a website for all the options.

Content is missing after a sync

• Check the sync finished on the Data sources tab. The bot can only use content that has synced.
• Check the content selector. If it's too narrow, only part of each page is captured; if unsure, use body.
• Content that a page loads with JavaScript after it opens may not be captured. Add it with a manual data source or files instead.

A Notion sync is slow

Large Notion workspaces can take a long time to sync. A workspace with hundreds of pages can take 30 minutes or more. To speed it up:

• Add only the top-level pages you need. Their child pages are included automatically.
• Use several smaller data sources instead of one large one.

See Notion.

Channels

The bot doesn't reply in Slack or Discord

• Check the channel is connected and turned on in your bot's Channels tab.
• Check the bot has been invited to the Slack or Discord channel you're using.
• Check your team hasn't run out of message tokens (see below).

Each channel page has its own troubleshooting: Slack, Discord, WhatsApp, Telegram, Email.

The bot replies that it can't help right now

If a bot reaches a usage limit, or its channel is turned off, messaging channels reply with a short notice instead of an answer. Check:

• Your team's message tokens for the month. See Message tokens and Add-ons.
• The bot's Daily token limit in General settings. See Usage limits.
• That the channel is turned on in the Channels tab.

Power-ups

A power-up doesn't run

• Check the power-up is turned on in the bot's Power-ups tab.
• Tell the bot when to use it in its Prompt, for example "When a customer asks for a person, use the Talk to a human power-up."
• Power-ups don't run in Otto's test chats. Test them in a real conversation. See Otto.

See How power-ups work.

Still stuck?

Email support@chatthing.ai, chat with the support bot on chatthing.ai, or ask in our Discord community.