Troubleshooting

Quick fixes for the most common issues. If something here doesn't resolve it, reach out from the app's help center.

The chat widget doesn't appear on my site#

• Confirm the <script> snippet is present and uses your correct channel UUID.
• Check that your site's domain is on the widget's allowed domains list — the widget only loads on approved domains. See Website widget.
• Make sure the snippet loads (no content-security-policy on your site blocking it).

WhatsApp messages aren't coming through#

• Twilio: verify the Account SID, Auth Token, and the whatsapp:+… sender number, and that your Twilio inbound webhook points to Chatasist. See WhatsApp.
• Personal number (QR): if the connection dropped, reconnect — administrators receive an alert email when a session disconnects.

The AI agent isn't answering#

• Confirm AI answers are enabled on that channel and a tone is set. See AI agent.
• Make sure the channel's knowledge base has indexed content — the agent won't answer with an empty knowledge base.
• Check your AI-resolution allowance — if the monthly quota is used up, the agent soft-stops. See Plan limits.

Inbound emails aren't creating tickets#

• Verify your ticketing email address is routed to Chatasist and the inbound integration is configured. See Email to ticket.
• Replies are matched to existing tickets by email headers; brand-new threads open a new ticket.

I can't invite a teammate#

• You may have reached your plan's seat limit (every member counts toward it, including pending ones). Free a seat or upgrade. See Plan limits and Team & roles.

An invited teammate still shows as "Pending"#

• Pending means that person can't sign in yet — they haven't set a password and have no linked Google account. They're already an active member; they just need to finish setup.
• Ask them to open the welcome email and click Set password, or resend it from the member's ⋯ menu → Resend invitation (a fresh 7-day link is issued). They can also use Forgot password on the sign-in page.
• Someone who already had a Chatasist account (e.g. in another workspace) shows as active right away — but only if you invite the exact email their account uses. A different address (typo, alias, or a CRM contact's email) creates a brand-new account that stays pending until a password is set. See Team & roles.

A customer's conversations are split across records#

• Use merge in the CRM to combine duplicate contact records. Chatasist links cross-channel identities automatically, but merging fixes any that were captured separately.