If the AI Agent does not respond when a visitor sends a message via the chat widget, there may be several possible causes. In this article, we discuss potential reasons and how to resolve them.
1. Chat widget is not connected to an AI Agent
The chat widget may be correctly placed, but if it is not connected to an active AI Agent, it will not generate a response.
Solution: Check if the chat widget is connected to the AI Agent. You can do this via Pulse → AI Agent profile (via the three dots) → enable the chat widget.
2. AI Agent is not activated
If the chat widget is placed and connected to an AI Agent, but the AI Agent itself is not activated, it will not respond to user queries.
Solution: Open your AI Agent in Pulse and check whether it is activated under Activate AI Agent. If the AI Agent is not active, activate it here. If the AI Agent is already active, you will see Deactivate AI Agent instead.
3. Website cache is causing delays
Sometimes, changes are not immediately applied due to caching, either in the browser or on the server.
Solutions:
- Clear your browser cache and reload the page. You can use this article for assistance.
- Try opening the AI Agent in an incognito window or using a different browser.
Need help?
Have you checked everything and the AI Agent is still not responding? Contact our support team at support@watermelon.ai – we’re happy to help!