The agent says it does not know, or answers something else

The training data has nothing on that topic. Add text or a Q&A pair under Training Data, retrain, then test again.

I added data but the answers did not change

After adding data you must click Retrain agent and wait until the “Knowledge base is updating” notice disappears.

The Retrain agent button cannot be clicked

Nothing has changed, storage is over the limit, this month's trainings are used up, or the previous training is still running. Hover over the button to see the reason.

An action's settings do not take effect

Check that the switch is on, that you clicked Done in the dialog, and that you clicked Save Changes at the top right of the page.

A tab or feature is shown as locked

Your plan does not include it. It becomes available after upgrading.

An editor is sent back to the dashboard when opening some tabs

Editors do not have access to those pages. Ask the Creator or an Admin.

The chat button does not appear on my website

Check that the code is inside the page's or . If Allowed Hostnames is on, check that your site's domain is on the list.

No reply in a messaging app

Check that the action is active and saved, the three required fields are correct, and the Webhook URL was entered and enabled in that app's developer console.

I cannot see older chat logs

Activities shows the last 7 days by default. Choose Custom Range in the date menu.

The interface is in the wrong language

Click the globe icon at the top right and choose your language.

Chapter 16

Troubleshooting

Last updated October 15, 2026 · Published by Osentio

Situation	What to do
The agent says it does not know, or answers something else	The training data has nothing on that topic. Add text or a Q&A pair under Training Data, retrain, then test again.
I added data but the answers did not change	After adding data you must click Retrain agent and wait until the “Knowledge base is updating” notice disappears.
The Retrain agent button cannot be clicked	Nothing has changed, storage is over the limit, this month's trainings are used up, or the previous training is still running. Hover over the button to see the reason.
An action's settings do not take effect	Check that the switch is on, that you clicked Done in the dialog, and that you clicked Save Changes at the top right of the page.
A tab or feature is shown as locked	Your plan does not include it. It becomes available after upgrading.
An editor is sent back to the dashboard when opening some tabs	Editors do not have access to those pages. Ask the Creator or an Admin.
The chat button does not appear on my website	Check that the code is inside the page's `<head>` or `<body>`. If Allowed Hostnames is on, check that your site's domain is on the list.
No reply in a messaging app	Check that the action is active and saved, the three required fields are correct, and the Webhook URL was entered and enabled in that app's developer console.
I cannot see older chat logs	Activities shows the last 7 days by default. Choose Custom Range in the date menu.
The interface is in the wrong language	Click the globe icon at the top right and choose your language.