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Troubleshooting

Use this page when the widget is installed but does not behave as expected.

Widget Does Not Appear​

Check the browser console first. ChattyBox reports missing required attributes there.

Common causes:

  • The script is not present in the deployed page source.
  • The script was added to the wrong template, layout, tag manager container, or CMS code area.
  • The script is behind a consent rule or tag manager trigger that did not fire.
  • The same app shell removes the script during client-side navigation.
  • A Content Security Policy blocks https://chattybox.ai/widget.js.
  • CSS or another widget overlaps the launcher.

Smallest fix:

  1. Open the deployed public page in an incognito window.
  2. Search page source for chattybox.ai/widget.js.
  3. Confirm the script appears once and includes data-api-key and data-api-url.
  4. Move the script to the global footer, app layout, Docusaurus root, or GTM All Pages trigger if it is missing.

Missing data-api-url​

The widget exits early when data-api-url is missing.

Use the full snippet from the dashboard or add the required attribute:

<script
  src="https://chattybox.ai/widget.js"
  data-api-key="YOUR_API_KEY"
  data-api-url="https://app.chattybox.ai"
  async
></script>

If your dashboard shows a different API URL, use the dashboard value instead of the example value.

Invalid API Key or Origin Errors​

Common causes:

  • The public widget key was copied incorrectly.
  • The key was deleted, expired, or created for a different project.
  • A staging key was deployed to production or a production key was deployed to staging.
  • The key has allowed origins and the current site origin is not included.
  • The page is loaded from http://localhost, a preview URL, or a custom domain that is not allowed for that key.

Fixes:

  1. Open the project in the ChattyBox dashboard.
  2. Copy a fresh snippet from the Embed tab.
  3. If allowed origins are configured, add the exact origin that serves the page, including protocol and hostname.
  4. Redeploy or republish the site and test again in an incognito window.

Wrong Language​

The widget chooses language in this order:

  1. data-locale on the widget script.
  2. The page <html lang> value.
  3. The visitor's browser language.
  4. English fallback.

Fixes:

  • Remove an incorrect data-locale value if the page should auto-detect language.
  • Set <html lang="de">, <html lang="fr">, or the matching language code on localized pages.
  • Add data-locale="de" only when a page must force a specific widget UI language.
  • Re-scrape all language versions if answers cite or retrieve content from the wrong language.

No Citations or Weak Answers​

ChattyBox answers from indexed content. Missing citations or weak answers usually mean the needed source content was not retrieved or does not clearly answer the question.

Fixes:

  • Ask the same question in the dashboard test chat and compare the cited pages.
  • Make sure the source page is public and included in the crawl.
  • Add clear headings, examples, FAQs, and direct answer text to the source page.
  • Avoid relying on screenshots, videos, hidden accordions, or iframe content as the only source.
  • Re-scrape the updated page, then test again.

Pages Not Scraped or Stale Content​

Common causes:

  • The page is missing from the submitted sitemap.
  • Manual URL mode did not include the page.
  • The page redirects, blocks crawlers, requires authentication, or is excluded by robots rules.
  • The page content changed after the last scrape.
  • The content is rendered in a way that the crawler cannot extract useful text.

Fixes:

  1. Confirm the page opens publicly in a private browser window.
  2. Use sitemap mode for broad coverage or manual URLs for a curated set.
  3. Submit the canonical URL rather than a tracking URL, redirect URL, or logged-in URL.
  4. Re-scrape after publishing content changes.
  5. Check the dashboard for failed or skipped pages.

Still Stuck​

Collect these details before contacting support:

  • The public page URL where the widget should appear.
  • A screenshot or copy of any browser console error.
  • Whether the page uses plain HTML, Next.js, Docusaurus, WordPress, a CMS, or Google Tag Manager.
  • Whether the snippet includes data-api-key and data-api-url.
  • One test question that should work and the source page that answers it.