Troubleshooting & FAQ

The most common problems, and how to fix each one. Find the heading that matches what you see, and work through the list from the top — the most likely cause is first.

The chat button does not appear

• Clear your caching plugin and CDN cache — an old copy of the page is the most common cause
• Check the code is just before </body>, on every page
• Check the agent ID in the code matches your agent
• Test in a private window — ad-blockers can hide the widget
• On WordPress, check the plugin is activated and your display rules include the page
• On Shopify, switch on the “Botvee - Chat & AI Agent” app embed in Online Store → Themes → Customize → App embeds

The AI gives wrong or vague answers

• Search the Knowledge Base for the wrong fact and delete the old page or file
• Add the missing information and train again
• Check Analytics → Most Asked Questions for gaps
• Test again in the Playground

The AI stopped replying

• Check Dashboard → Billing → Usage — your credits may have run out
• Check AI Reply Control in Agent Settings — the channel may be off, or it may be outside your AI hours
• If someone on your team took over the chat, the AI waits. Click “Release to AI”
• Check the card on Dashboard → Integrations for “Action needed” and click “Reconnect”
• Check the agent is not deactivated in My AI Agents

WhatsApp messages are not arriving

• After 24 hours without a customer message, only templates can be sent. Choose one in the feature’s Settings
• Make sure your template shows “Approved”
• Check you have a payment method in Meta. See WhatsApp Templates

Bookings show the wrong times

• Check the timezone in Dashboard → Bookings → Settings
• Check the right days are switched on
• Check meeting length and buffer

Training fails

• Open Dashboard → Task Monitoring and read the error
• The page must be public — no login, no country block
• Check the file size against your plan (Free 50KB, Starter 100KB, Growth 200KB, Pro 300KB)
• Check your storage in Dashboard → Billing → Usage

Emails are not going out or coming in

• Open the email account and click “Verify credentials”
• Use an app password for Gmail, Outlook, Zoho and Yahoo
• Gmail connected with Google can only send. Add receiving with an app password
• A Resend account needs its signing secret to receive
• Click “Fetch new mail now” on the account row to check for new mail

Google Calendar, Sheets or Drive stopped working

• Open Dashboard → Integrations → Manage and check the Google card
• Click “Reconnect” if your Google access was removed
• Pick files with “Choose from Google Drive” — pasted links do not work

Still stuck?

Open Dashboard → Help Center. Use “Email support” to write to us, “Live chat” to chat now, or “Report an issue” to report a bug. Tell us your AI agent’s name and what you expected to happen.