Troubleshooting

Not sure where to start?

Find your problem below. For installation, follow your platform guide or choose Help me install in your assistant’s Install & go live page. If you need our team, send us the exact message and where it appears.

The AI helper on Raxni’s public website answers product questions from our guides. Its conversation lasts only while that page remains open; refreshing clears it. It shows the latest 50 messages and lets you load older messages from that page session. Each account or guest can receive answers to 30 questions per UTC day, with up to 1,800 characters per question. Refreshing does not reset this allowance. Failed replies do not use it. The helper shows the remaining allowance and any wait before sending again; it does not send your question to our support team.

The widget does not appear

1. Open the correct assistant’s Install & go live page. Check that Website chat is On and resolve any plan or preparation message. Confirm the public website appears under Connected websites; use Add website for another website you manage.
2. Confirm the complete snippet is installed once on the public website, not only in an unpublished theme or editor.
3. Use Check website in Install & go live. Read any domain or installation message.
4. Clear website caches and test the public page in a private window. Check whether a browser extension or your website's consent settings are blocking the script.

The automatic check looks for the code; it does not confirm every conversation flow. Some platforms add code in the browser after the page loads, so the widget can work even when the check cannot find it.

An answer is wrong or missing

Find the relevant item in Business info. Check its saved content, reading status, permission to use it in answers and page scope. Correct the original information, wait for processing and start a new Playground test. Conflicting or outdated information should be corrected at its source.

A file will not upload or finish reading

Check the accepted format and size shown by the form, active file slots and remaining upload allowance. Keep the page open while uploading. If upload succeeds but reading fails, inspect the item's error before retrying. A corrupt, password-protected or unreadable document may need a new export.

A save button or action is unavailable

Check for unsaved changes, invalid fields, a text limit or an unfinished upload. For customer work, check who is assigned to the record. For management controls, check your role and assistant access.

If the issue continues, contact support through the website's support link. Include the assistant name, page you were using, approximate time and timezone, the exact error and what you expected to happen. A screenshot of the error is useful; hide customer information, passwords, invitation codes and other secrets before sharing it.