Troubleshooting

Almost every problem falls into one of the five below. Work through the checks in order — they are ordered by how often each one turns out to be the cause.

The widget does not appear

1. Is the script actually on the page? View source and search for widget.min.js. If it is not there, the snippet did not save, or it was added to a template that does not render on this page. On WordPress, a caching plugin may still be serving the old HTML — clear the cache.

2. Is there a console error? Open developer tools → Console. Look for anything mentioning the widget or a blocked request.

3. Content Security Policy. If the console says a script was refused, your CSP is blocking it. Add cdn.easychatdesk.com to script-src and connect-src.

4. A JavaScript optimisation plugin. Plugins that combine or defer JavaScript frequently break third-party widgets. Exclude widget.min.js from combining and deferring. This is the single most common cause on WordPress.

5. An ad blocker. Test in a clean browser profile before concluding anything. Some blockers hide chat widgets by default, and your own browser is the least representative one you own.

Messages are not arriving in the dashboard

Send a test from an incognito window — if you are logged in as an agent, you may be treated as one rather than as a visitor.

If the test still does not arrive, check that the license key in the snippet matches the one in your dashboard. A key copied from a different site is a surprisingly common cause when you run more than one.

Email replies are going to spam

This is a DNS problem, not a product problem. If you have connected your support email and replies go out as your own address, your domain needs SPF and DKIM records that authorise sending. Your DNS provider’s documentation covers the exact records for your domain.

Test with a mail-testing service before assuming it is fixed — checking whether one message reached one Gmail account proves very little.

The AI chatbot gives wrong answers

Nearly always a training data problem rather than a model problem. In order of likelihood:

1. The source content is out of date. The bot is quoting your old returns policy because your old returns policy is still published somewhere.
2. You trained it on the wrong pages. Homepages, category pages and marketing copy dilute the useful content. See train the AI chatbot.
3. The confidence threshold is too low, so it answers when it should escalate. See guardrails.
4. You changed a source page and did not retrain.

Chat disconnects or messages arrive late

Check whether it reproduces on a different network — corporate networks and some VPNs interfere with WebSocket connections. If it reproduces everywhere, send us the time, the browser and the conversation and we will look at it from our side.

Still stuck

Message us from the widget in the corner of this page, or get in touch. Include the URL where it happens, the browser, and anything in the console — that turns a three-message exchange into one.