Troubleshooting

Solutions to common issues you might encounter.

Website Scanning Issues

❌ Problem: Scan returns 0 pages or fails

Possible Causes:

  • Your website blocks automated crawlers
  • The site requires authentication (password-protected)
  • Heavy JavaScript prevents content extraction
  • SSL/Certificate security restrictions
  • CORS or firewall blocks the scanner

Solutions:

  1. Click "Skip Scan" and add content manually in AI Knowledge Management
  2. Try scanning a specific page like /about instead of the homepage
  3. Copy/paste your website content into the AI Knowledge Management step
  4. Contact support for complex or protected websites

Chatbot Not Showing on Website

❌ Problem: Widget doesn't appear after adding the code

Possible Causes:

  • Browser cache needs to be cleared
  • Script tag placed incorrectly
  • JavaScript errors in browser console
  • Incorrect Tenant ID or Chatbot ID
  • Chatbot is not active in dashboard
  • Content Security Policy (CSP) blocking external scripts

Solutions:

  1. Clear your browser cache (Ctrl+Shift+R / Cmd+Shift+R)
  2. Verify the script tag is placed before </body>
  3. Check browser console for errors (F12 → Console tab)
  4. Ensure your Tenant ID and Chatbot ID are correct
  5. Make sure your chatbot is active in the dashboard
  6. Add https://widget.chatvix.com to your CSP (script-src, style-src, img-src, font-src, connect-src)
  7. If using AI Forms: Add https://app.chatvix.com to frame-src directive

Bot Gives Generic Answers

❌ Problem: Bot doesn't use my knowledge base

Possible Causes:

  • No content added to knowledge base
  • Content missing Title or Content/Summary
  • Changes not yet propagated
  • Knowledge sources not processed by AI

Solutions:

  1. Ensure you have added content in AI Knowledge Management
  2. Content must have both Title and Content/Summary
  3. Wait 1-2 minutes after saving for changes to propagate
  4. Check that knowledge sources are "Processed" (AI analyzed)

AI Forms Not Displaying

❌ Problem: Forms are not showing in the chatbot widget

Possible Causes:

  • Content Security Policy (CSP) blocking iframe from app.chatvix.com
  • Missing frame-src directive in CSP configuration
  • CSP frame-src only allows Stripe, not app.chatvix.com
  • Browser console shows CSP violation errors

Solutions:

  1. Add https://app.chatvix.com to your website's CSP frame-src directive
  2. Update your CSP header: frame-src 'self' https://app.chatvix.com https://js.stripe.com ...
  3. Check browser console (F12) for specific CSP violation messages
  4. Verify your CSP configuration allows iframes from app.chatvix.com
  5. If using a CMS (WordPress, Shopify, etc.), update CSP settings in security plugins or theme settings
  6. See the Installation Guide for complete CSP configuration example

Performance Issues

❌ Problem: Slow response times

Possible Causes:

  • Large knowledge base (over 50 sources)
  • Long content per source (over 2000 words)
  • Network connectivity issues
  • Rate limits on your plan

Solutions:

  1. Reduce knowledge base size (keep under 50 sources)
  2. Optimize content length (2000 words max per source)
  3. Check your internet connection
  4. Upgrade your plan if you're hitting rate limits

💬 Still Need Help?

Our support team is here to help you succeed. Contact us at: