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The agent doesn’t reply

If your agent isn’t replying to visitors or is giving wrong answers, follow these steps to diagnose the problem.

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The bot doesn’t reply in the widget

Possible causes:
  • The agent is in Draft status (the widget isn’t published).
  • The snippet isn’t installed correctly in the HTML, or it’s in the wrong place.
  • The widget’s visibility hides it: it’s set to Private, it’s outside the Visibility schedule, or the page is listed in Hide on specific pages.
  • Your domain isn’t on the agent’s list of allowed domains.
Solution:
  1. Go to My agents → [your agent] → Deploy and check that the widget (Website) is published. The agent header shows Published or Draft.
  2. Check that the snippet is pasted before the closing </body> tag in your HTML.
  3. Review Customize → Visibility (Public status, schedule and hidden pages) and Settings → Security (allowed domains).
  4. Clear your browser cache and reload the page.
TODO: screenshot of the agent detail showing the Published status badge
Possible causes:
  • Your organization reached the month’s AI credit limit.
  • WhatsApp only: Meta stopped delivering replies because the WhatsApp Business account has no payment method and the month’s 1,000 free replies were used up. The agent replies, but the message doesn’t arrive.
  • The agent reached its own monthly credit limit (the agent’s Settings → Limits).
  • The agent has no knowledge base (it can still reply, but check that it’s configured correctly).
Solution:
  1. Go to Billing & usage → Usage and check whether you reached the month’s AI credit limit. Also check the agent’s Settings → Limits.
  2. If you went over the limit, wait for the start of next month, add the extra credits add-on, or switch to a higher plan — see Credit limit reached.
  3. If you haven’t gone over the limit, try from another browser or device to rule out cache problems.
This is normal when the knowledge base has no content on the topic asked about.Solution:
  1. Go to the agent’s Knowledge Base.
  2. Add content relevant to the question’s topic (a web page, a document, text or frequently asked questions).
  3. Wait for the status to change to Ready.
  4. Try the same question from the agent’s Playground.

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The bot doesn’t reply on WhatsApp, Instagram or another channel

Possible causes:
  • The channel was paused.
  • The connection stopped working (for example, access to Meta expired or was revoked).
  • A person is handling the conversation (Waiting for agent or Human mode): in that case the bot doesn’t reply.
  • Your organization reached the month’s AI credit limit.
Solution:
  1. Go to Channels in the side menu: the channel shouldn’t show as Paused or Needs attention. To reactivate it, turn on its Active switch in My agents → [your agent] → Deploy.
  2. Check in Conversations whether the conversation is waiting for a person or someone on the team is handling it.
  3. If the channel Needs attention, disconnect it and connect it again from My agents → [your agent] → Deploy.
  4. On Telegram, remember that the person has to start the conversation with the bot.
  5. On WhatsApp, check the Not delivered column of the WhatsApp (Meta charges) card in Billing & usage → Usage. If the reason is No payment method in Meta, add one in Meta Business Suite → Billing. See Meta costs on WhatsApp.
The bot isn’t a contact in your list — it’s the WhatsApp Business number you connected. When someone writes to that number, the bot replies automatically.Check that you’re writing to the exact number shown in the portal’s Channels section or in the agent’s Deploy.

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The bot’s answers are wrong or inaccurate

This can happen if the system prompt doesn’t clearly state that the bot should stick to the content of the knowledge base.Solution: In My agents → [your agent] → Settings → AI, turn on Limit responses to the knowledge base. You can also reinforce it in the system prompt with an instruction like: “Answer only with the information in your knowledge base. If you don’t have the answer, say so clearly and suggest contacting support.”
Adjust the Max tokens parameter in the agent’s Settings → AI:
  • For shorter, more direct answers: reduce the tokens (e.g. 256).
  • For more complete answers: increase the tokens (e.g. 1024).
You can also state it in the prompt: “Answer concisely, in 3 sentences at most.”
Specify the language in the system prompt: “Always answer in Spanish, regardless of the language you’re written to in.”
The tone is defined in the system prompt. Be specific:
  • “Use a formal, professional tone.”
  • “Be friendly and use an informal tone.”
  • “Answer directly and to the point.”

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I still can’t solve the problem

If none of the solutions above worked, write to us at hola@chatnorris.ai with the following details:
  • Agent name.
  • Description of the problem.
  • Channel where it happens (web, WhatsApp, Instagram, Telegram, Messenger or Email).
  • Screenshots if you have them.