Verify and troubleshoot
Check the deployed page with the same hostname and chatbot visitors will use.
Verify the installation
- Open a published page in a private browser window and click the launcher. Check the title and welcome message.
- Send a question covered by your knowledge. Confirm the reply and open any source links. If you built your own chat interface, send the same question through your integration.
- Open Analytics → Conversations in the workspace to find the new conversation. The Integration page also shows Receiving conversations from the widget after the first widget or API chat.
- After launch, check Analytics → Knowledge gaps for unanswered questions. Add or update the relevant sources, then test the questions again in Playground.
Common issues
| Symptom | What to check |
|---|---|
| The launcher is missing | Confirm the bot is Live, the snippet is on the page, and the browser can load embed.min.js in production or embed.js in local development. Check that data-widget-origin points to the widget host. |
KnowledgeChatbot is not defined in the console | Your page calls the old API. Rename KnowledgeChatbot to BbChat and KnowledgeChatbotConfig to BbChatConfig. |
| The greeting sound does not play | Browsers block sound until the visitor interacts with the page. It plays after the first click. It also stays silent if the greeting bubble is off (data-teaser="false"), was dismissed in this tab, or the tab is in the background. |
| The widget says it is offline or unavailable on the site | Check the chatbot's status and plan capacity. Confirm the page's hostname belongs to the workspace or is listed in Settings → Allowed domains. |
| The chatbot gives the fallback reply | Check that the relevant source is Ready and assigned to the selected chatbot. Use Test retrieval in Knowledge to see which passages match. |
| Replies stop after a usage limit | Check the workspace account's usage in Billing. Widget and API replies share an allowance, while the workspace Playground has a separate allowance. |
If the chatbot needs more material to answer, review its sources and add the missing information. Add knowledge