Support
Troubleshooting
How to check and resolve errors
First Steps (Common)
- Reload the page, check reproduction in a different browser
- Check agent status (Running/Stopped) in the admin panel
- Identify recent changes (training data, settings, embedding)
When the AI Agent Doesn't Respond Correctly
- Verify reproduction in Test Playground (does the same question consistently reproduce the issue?)
- Check URL intake status from initial creation (any errors or excluded pages?)
- Check training data
- Are there any file processing failures? (re-uploading may help)
- Are PDFs/images in a readable text format?
- Check usage limits and status
- Check for monthly/total limit exceeded in "Usage" on admin panel
- Check if agent is "Stopped" (verify in Agent Settings)
- Verify changes are reflected
- After changes, verify content is reflected in Test Playground
When the Chat Widget Doesn't Appear on Your Website
- Check embed code
- Place the retrieved
<script>in<head>or just before</body>
- Place the retrieved
- Check browser console for errors
- Mixed Content/HTTPS errors: Are you loading HTTP scripts on an HTTPS site?
- CSP violations: Allow
https://chat-widget.newt.netin parent page's CSPscript-src/frame-src
- Check for ad blocker interference (temporarily disable and retry)
Checklist Before Contacting Support
- Date/time of occurrence, target page URL, reproduction steps
- Screenshot (console/network tab if possible)
- Displayed error message (e.g.,
Internal server error) - Agent ID, Team ID, current plan