If the chatbot 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 a chatbot
The chat widget may be correctly placed, but if it is not connected to an active chatbot, it will not generate a response.
Solution: Check if the chat widget is connected to the chatbot. You can do this via Pulse → Chatbot profile (via the three dots) → enable the chat widget.
2. Chatbot is not activated
If the chat widget is placed and connected to a chatbot, but the chatbot itself is not activated, it will not respond to user queries.
Solution: Open your chatbot in Pulse and check whether it is activated under Activate chatbot. If the chatbot is not active, activate it here. If the chatbot is already active, you will see Deactivate chatbot 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 chatbot in an incognito window or using a different browser.
Need help?
Have you checked everything and the chatbot is still not responding? Contact our support team at support@watermelon.ai – we’re happy to help!