Troubleshooting

Web Messenger isn’t showing on my site

Likely causes

• The snippet isn’t installed on the page you’re testing
• Your domain isn’t allowed in Style
• Browser cache or an extension is blocking the script

Checks

1. In EBI's AI Studio, select Launch your AI and confirm you can see the snippet in Code for your AI assistant.
2. Confirm the snippet is included on the page you’re testing (often your global template).
3. In Style, check Restrict to your domains (optional).

Fix

1. Add your domain(s) under Restrict to your domains (optional).
2. Select Save and publish.
3. Test again in an incognito/private window.

The AI assistant answers incorrectly

Likely causes

• The question isn’t covered by a flow
• The flow response is outdated
• Your sources (website/documents) are missing or outdated

Checks

1. In Content → Flows, confirm a relevant flow exists for the question.
2. Confirm you selected Publish after editing.
3. In Content → Information sources, confirm you have a source that contains the correct information.

Fix

1. Update the flow response (or create a new flow) and select Publish.
2. Re-run Capture website content or upload an updated document, then retest.

A flow doesn’t trigger when you expect

Likely causes

• The user question is too different from how the flow is written
• The flow is not published yet

Checks

1. In Content → Flows, confirm you can see your flow when Published is enabled.
2. Test multiple phrasings in Try your live AI.

Fix

• Add variations to the flow (for example add a clearer question/response pair) and select Publish.

Live chat handover isn’t working

Likely causes

• No agent is online
• Live chat isn’t enabled/configured for your plan

Checks

1. In the left navigation, select Live chat.
2. Check your status and availability (for example select Go online).

Fix

• Set an agent to online and test again.

Related

• Web Messenger
• Training
• Testing