Once your chatbot is on your website, spend five minutes testing it the way a customer would. This page gives you a quick checklist, then walks through the problems people run into most often. Each entry explains the likely cause and how to fix it.
Test checklist#
Open your live website in a new browser tab and work through this list:
- The launcher appears in the corner you chose in Appearance, in your accent colour.
- The greeting is right. Open the chat and check the first message and the chatbot’s name in the header.
- Pre-chat fields work, if you use them. Fill them in and click Start chat.
- It answers from your content. Ask two or three questions your website or files clearly answer, such as your opening hours or prices.
- It handles the unknown. Ask something your content doesn’t cover. The bot should say it doesn’t know and suggest contacting you, not guess.
- Leads arrive. Type an email address in the chat, then check Leads and Notifications in the dashboard, and your inbox if lead emails are on.
- Forms and listings work, if you use them. Ask for a booking or search your listings in plain words.
- End of chat works. Click End chat in the widget header and check the rating and transcript options.
- It works on a phone. Repeat a couple of these steps on your mobile.
The widget doesn’t appear#
Work through these causes in order. The first two cover most cases.
The domain doesn’t match
Cause: the website you’re on isn’t the chatbot’s allowed domain. Fix: go to Your website and compare the domain with your browser’s address bar. www. is ignored and subdomains are allowed, but a different domain is blocked. See Your website (allowed domain).
The chatbot is turned off
Cause: Widget answers visitors is off, so the launcher is hidden. On the chatbots list the bot shows as Paused or Draft. Fix: open Basics, turn the toggle on and click Save changes.
The code isn’t in the right place
Cause: the embed code wasn’t saved, was pasted into the wrong box, or isn’t on the page you’re viewing. Fix: make sure the line sits just before </body> on every page, that it’s your own copy with your Bot ID (not YOUR_BOT_ID), and that you’ve published your site if your builder requires it. See Add the chatbot to your website.
Caching or optimisation plugins
Cause: your site or browser is showing an older copy of the page, or a speed plugin is delaying or removing scripts. Fix: clear your site’s cache (and any caching plugin’s cache), then reload in a private browser window. If a plugin combines or delays scripts, exclude the Liyobot script from it.
Your subscription has ended
Cause: your trial or plan has ended, so your chatbots are offline to visitors. A red banner in the dashboard says “Your subscription has ended.” Fix: click Reactivate or choose a plan in Billing.
“This chatbot isn’t allowed on this website”#
Cause: the widget loaded, but on a website that doesn’t match the chatbot’s allowed domain. This also happens if you open a page as a file on your computer, or in a preview with no real web address. Fix: correct the domain under Your website, or test on your live site. If you want the chatbot on a second, separate website, create another chatbot for it.
“Still being set up” message#
Visitors see: “This assistant is still being set up and doesn’t have any information to answer from yet. Please check back soon, or contact the business directly.”
Cause: the chatbot has no knowledge, forms or listings to work with yet, or its sources are still indexing. Fix: add a source in Knowledge and wait for it to show Ready. Pasted text is ready immediately; website pages become available as each one is read.
“Currently unavailable” message#
Visitors see: “This assistant is currently unavailable. Please check back soon.”
Cause: the chatbot isn’t covered by your plan. Either your subscription has ended, or you moved to a plan with fewer websites and this chatbot is beyond the new limit (the newest chatbots are affected first). Fix: reactivate your subscription, or upgrade to a plan that includes enough websites. See Plans and limits.
“Very busy” message#
Visitors see: “This assistant is very busy right now. Please try again a little later.”
Cause: a daily safety ceiling was reached. These ceilings protect your chatbot and account from spam and abuse, and normal traffic rarely reaches them. Fix: it clears on its own, so visitors can try again later. If you expect genuinely high traffic and see this often, email [email protected].
Answers are wrong or out of date#
The bot only answers from your knowledge, so a wrong answer almost always means the content it found is wrong, missing or old. To change how it answers, change what it knows.
- Your website changed: click Refresh now on the website source, or set its auto-refresh to Daily or Weekly. See Keeping knowledge up to date.
- One file or text source seems stale: use Re-index or Re-embed on that source.
- The answer isn’t written down anywhere: add it as a Text source, for example a short FAQ or a refund policy.
- An old source contradicts a new one: pause or delete the outdated source.
Some website pages failed#
Cause: a page couldn’t be read, for example because your site was slow or briefly unavailable. Failed pages are retried automatically in the background. Pages that don’t exist or are private aren’t retried. Fix: open View pages on the website source and click Retry N failed now, or Re-index a single page. Remove pages that no longer exist. Only public pages on the same website can be added.
A PDF says “No readable text found”#
Cause: the PDF is a scan or image, so there’s no text to read. Fix: upload a version with selectable text (if you can highlight words in a PDF viewer, it’s fine), or paste the content as a Text source. See Files and text.
You can’t create another chatbot#
Cause: you’ve reached your plan’s website limit; you’ll see a message such as “Your Starter plan includes 1 website.” Creating chatbots also needs the Admin role. Fix: upgrade in Billing, or reuse an existing chatbot. Business plans can also add extra websites as an add-on.
Pages or storage limit reached#
Cause: each chatbot has a page allowance (Starter 100, Growth 1,000, Business 2,000) and file storage (200 MB, 500 MB, 2,000 MB). These are hard limits, so new pages or files are refused. Fix: remove pages that don’t answer customer questions (login, cart, tags, archives), delete files you no longer need, or upgrade your plan.
Lead emails aren’t arriving#
- Check the address: make sure Email me new leads at is spelled correctly. If it’s empty, alerts go to the first active member of your organisation.
- Check the toggle: Email me when a lead comes in must be ticked.
- Check your own preference: in Account › Notifications, New-lead email alerts must be on, or you’ll only get in-app notifications.
- Check spam: look in your spam or junk folder and mark Liyobot emails as safe.
Leads always appear in Notifications and Leads, even when emails don’t.
The widget on phones#
On phones the chat panel fits within the screen, and the Expand button is hidden on small screens. Text inputs are sized so iPhones don’t zoom in when visitors type. If the launcher covers something important on your mobile site, such as a button, switch its position to Bottom left in Appearance.