> ## Documentation Index > Fetch the complete documentation index at: https://docs.chatnorris.ai/llms.txt > Use this file to discover all available pages before exploring further. # The agent doesn't reply > What to do when the agent isn't replying or gives wrong answers. # 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. ## The bot doesn't reply in the widget > [accordion] The widget doesn't appear on my website > > **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 `` 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](https://mintlify.s3.us-west-1.amazonaws.com/chatnorris/images/PLACEHOLDER-chatbot-estado-publicado.png) > [accordion] The widget appears but doesn't reply when I send messages > > **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](https://docs.chatnorris.ai/en/solucion-de-problemas/limite-mensajes-alcanzado.md). > 3. If you haven't gone over the limit, try from another browser or device to rule out cache problems. > [accordion] The bot replies but says it doesn't have the information > > 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**. ## The bot doesn't reply on WhatsApp, Instagram or another channel > [accordion] The channel is active but the bot doesn't reply > > **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](https://docs.chatnorris.ai/en/guias/canales-whatsapp-instagram.md#meta-costs-on-whatsapp). > [accordion] The bot doesn't appear as a contact 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. ## The bot's answers are wrong or inaccurate > [accordion] The bot makes up information that isn't in my knowledge base > > 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."* > [accordion] The bot gives answers that are too long or too short > > 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."* > [accordion] The bot doesn't reply in the right language > > Specify the language in the system prompt: *"Always answer in Spanish, regardless of the language you're written to in."* > [accordion] The bot doesn't use the tone of voice I want > > 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."* ## I still can't solve the problem If none of the solutions above worked, write to us at **[hola@chatnorris.ai](mailto: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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.