Troubleshoot Website Support - Docs menu

Troubleshoot Website Support

Use this guide when the Website Support widget loads but the live support experience does not match the agent you expected.

Widget Connects but Does Not Answer

Open Channels > Website Support and verify that Serving agent shows a published agent revision. If no agent is assigned, click Change serving agent, choose a published revision, and click Serve channel.

Then send a new widget message and review Runtime activity. The activity record should show an accepted or delivered message served by the expected agent revision.

Agent Uses Old or Missing Knowledge

Saved draft knowledge does not change live website traffic by itself.

  1. Open the agent in Agent Studio.
  2. Verify the prompt and knowledge files.
  3. Run Check configuration.
  4. Publish a new revision.
  5. Open Channels > Website Support.
  6. Use Change serving agent to bind the new revision.
  7. Send a fresh widget test message.

If the dashboard shows a Website Support knowledge warning, resolve the named SOUL.md or MEMORY.md issue first. Public Website Support requires both files to be saved, included in the published revision, and active in the channel-bound revision.

Agent Studio Version Conflict

If the deploy action says a version already exists with different bundle content, the draft and published version do not match. Publish a new patch version for the draft. If you only need to move Website Support from an older revision to an already-published revision, use the channel page instead of republishing.

Origin Not Allowed

An origin_not_allowed error means the browser origin is not listed on the embed key. Add the exact origin, including scheme and port when needed:

https://example.com
https://www.example.com
http://localhost:3000

Do not include paths such as /docs or /pricing in the origin.

Widget Visibility Looks Wrong

Public support answers should not expose hidden prompt text or raw tool arguments. Check the embed key visibility policy in Settings > Embed, then check the installed script for explicit data-show-reasoning or data-show-tool-calls overrides. Current widget scripts inherit the key policy when those attributes are omitted.

Activity Counters Look Inconsistent

Use Runtime activity on the Website Support channel as the primary proof for which revision served a specific test message. Embed settings counters may lag or summarize activity differently.