Live Chat System Troubleshooting

Common issues and quick fixes for the Live Chat widget and chat conversations.

---

Widget issues

Widget not loading

Symptoms

• The widget button doesn’t appear
• You see 403 Domain not authorized or auth errors in the console/network tab
• The script loads but nothing renders

Things to check

1. Embed snippet

Make sure you’re using the current embed approach:

<script type="module">
  import { renderWebWidget } from "https://app.autoch.at/web-widget.js";
  renderWebWidget({
    tenantId: "your-tenant-id",
    apiUrl: "https://api.yourdomain.com",
    token: "your-widget-token",
  });
</script>

2. Token validity

• Widget tokens are signed and expire (default: 30 days). Generate a fresh token if yours is old.

3. Domain allowlist (if enabled)

• If your tenant uses a widget domain allowlist, confirm your site’s domain is included.
• A missing/incorrect domain will typically show up as 403 responses from widget endpoints.

4. API reachability

• Verify the apiUrl is correct and reachable from the customer’s browser.

---

Widget not sending messages

Symptoms

• You can type, but sending fails
• You get an error toast in the widget
• The request returns 401, 403, 429, or 500

Quick test

curl -X POST https://api.yourdomain.com/api/widgets/your-tenant-id/chat \
  -H "Authorization: Bearer your-widget-token" \
  -H "Content-Type: application/json" \
  -d '{"sessionId":"test_session","message":"Hello!"}'

Common causes

• Missing/expired widget token (401)
• Domain not authorized (403)
• Usage limits hit (429)
• No default chat assistant configured for the tenant (400/500, depending on tenant setup)

---

Dashboard real-time issues (WebSocket)

The widget chat flow uses HTTP. WebSockets are primarily for keeping the dashboard in sync across tabs and teammates.

Real-time updates not working in the dashboard

Symptoms

• New conversations/messages don’t appear until refresh
• Connection errors in the console

What to check

• WebSocket connection to wss://api.yourdomain.com/api/ws/tenant succeeds
• You send the JWT auth message within 5 seconds
• Your JWT is valid and not expired

See: WebSocket Integration

---

AI response issues

No AI responses (or responses seem blocked)

Symptoms

• The widget request succeeds, but the assistant doesn’t reply
• Replies get flagged/held for review (depending on tenant settings)

What to check

• A default assistant is configured for chat (or routing rules map chat to an assistant).
• Your AI provider is configured (e.g., OpenAI key / BYOK configuration, depending on your tenant).
• Safety settings aren’t blocking the response (serious-mode triggers, blocked keywords, escalation rules).
• Rate limits aren’t being hit during busy periods.

---

Still stuck?

If you send us:

• The failing endpoint + status code
• Your tenant ID (and the request ID if available)
• A short description of what you expected vs what happened

…we can usually pinpoint the issue quickly.