Troubleshooting

Common Issues & Solutions

Troubleshoot common problems with your KnowFlow integrations.

Widget Issues

Widget Not Appearing

Symptoms: The chat widget doesn't show up on your website

Solutions:

1. Check Script Installation
   • Verify the script tag is in your HTML
   • Ensure it's placed before the closing </body> tag
   • Check for JavaScript errors in browser console
2. Verify Integration ID
   • Confirm the data-app-id matches your integration ID
   • Check for typos in the integration ID
3. Check CSS Conflicts
   • Look for CSS rules that might hide the widget
   • Check z-index conflicts with other page elements

Quick Test:

// Check if widget script loaded
console.log(window.KnowFlowWidget ? 'Widget loaded' : 'Widget not loaded');

Widget Appears But Doesn't Respond

Symptoms: Widget shows but clicking doesn't open chat or shows errors

Solutions:

1. Check Network Connectivity
   • Open browser dev tools → Network tab
   • Look for failed API requests
   • Verify your domain is allowlisted in widget settings
2. Verify Integration Status
   • Check if your integration is active in the dashboard
   • Ensure knowledge bases are connected
   • Confirm API usage limits aren't exceeded
3. Clear Cache
   • Hard refresh the page (Ctrl+F5 / Cmd+Shift+R)
   • Clear browser cache and cookies
   • Try in incognito/private browsing mode

Trigger Buttons Not Working

Symptoms: Custom trigger buttons don't open/close the widget

Solutions:

1. Check Attribute Spelling

   <!-- Correct -->
   <button data-knowflow-trigger="open">Help</button>
   
   <!-- Incorrect -->
   <button data-knowflow-triggers="open">Help</button>

2. Verify Trigger Settings
   • Ensure enableTriggerButtons is not set to false
   • Check that buttons are added to DOM after page load
3. Test Programmatic API

   // Test if API is available
   if (window.KnowFlowWidget) {
     window.KnowFlowWidget.open();
   } else {
     console.log('Widget API not available');
   }

Getting Help

Self-Service Resources

1. Check System Status
   • Visit status page for service status
   • Review recent announcements and updates
2. Review Documentation
   • Search this documentation for specific topics
   • Check our best practices guides
3. Test in Isolation
   • Try your integration on a simple test page
   • Use the built-in chat interface in the dashboard

Contact Support

If you can't resolve the issue:

1. Gather Information
   • Integration ID and organization name
   • Browser/platform details
   • Screenshots or error messages
   • Steps to reproduce the issue
2. Submit Support Request
   • Use the support widget on our website
   • Include all relevant details

Prevention Tips

• Regular Testing: Test your integrations weekly
• Monitor Analytics: Watch for unusual patterns or drops in performance
• Keep Updated: Stay informed about platform updates and changes
• Backup Configurations: Document your settings and prompt configurations