Troubleshooting

This page covers the most common issues you might run into and how to fix them. If your problem is not listed here, use the chat window on this page to ask Jarvis - it answers from all of our documentation.

Chat Window Not Loading

If the chat window (also called the widget or chat bubble) is not appearing on your website:

Check your Website code key

Make sure the data-key attribute in your script tag matches the data-key in the embed snippet on your agent's Share tab, under Add to your website. A mismatched or missing key will prevent the chat window from loading.

The agent's Share tab: the embed snippet with its Website code key, and the Replace key action

<!-- Verify this matches the data-key in your embed snippet on the Share tab -->
<script
  src="https://agents.deskclone.ai/embed/chat.js"
  data-key="your-actual-connection-key"
></script>

Check script tag placement

The script tag should be placed just before the closing </body> tag, not inside <head>. Placing it in the head can cause it to load before the page is ready.

<body>
  <!-- Your page content -->

  <!-- Chat window script goes here, before </body> -->
  <script src="https://agents.deskclone.ai/embed/chat.js" data-key="..."></script>
</body>

Check CORS (allowed origins)

Your website's domain must be in the allowed origins list for the chat window to work. If you see CORS errors in your browser's developer console (F12), your domain is not authorized.

Go to Agents > Share tab > Where it shows sub-tab and check Only show on these websites. Add your website's domain to the list, or contact support for help.

Check for JavaScript conflicts

Some website builders, content management systems, or security plugins may block third-party scripts. Check your browser console for blocked script warnings. If your site uses a Content Security Policy (CSP), make sure it allows scripts from agents.deskclone.ai.

Gmail or Outlook: Sign In Again

Inbox connections occasionally need to be re-authorized (the badge used to read Auth Expired; people also say disconnected or stopped working). You will see a red Sign in again badge on the inbox card in Tickets > Where tickets come from, with a line saying which provider stopped letting DeskClone read the inbox, and on what date.

Conversation Limit Reached

If you see a message that your agent has reached their conversation capacity for the month:

• Conversations reset monthly on your billing cycle date. The reset date is shown in the message.
• Everything else still works - inbox monitoring continues, tickets are still created, your Knowledge Base is still searchable, and you can still manage existing tickets. Only new conversations are paused.
• Grab an Extra conversations pack - a pack gives your agent extra conversations without changing your plan. Available from Settings > Plan and billing. If your plan is billed through Shopify, plan changes happen in your Shopify admin and packs aren't offered there.
• Upgrade for more capacity - each tier gives your agent more monthly conversations. Go to Settings > Plan and billing to see your options.

Import Job Stuck or Failed

Job stuck in "Extracting" or "Synthesizing"

Large imports (100+ files) can take several minutes to process. The processing happens in the background - you can navigate away and come back.

If a job has been stuck for more than 15 minutes:

• Check the Jobs tab in Knowledge Base > Import for any error messages
• Large imports may hit the processing time limit. Try splitting your files into smaller batches (50-100 files each)

Job failed

If an import job shows a "Failed" status:

• Check the error details on the job card
• The most common cause is file format issues (corrupted PDFs, password-protected documents, or extremely large individual files)
• Try the import again with the problematic files removed

Your Agent Giving Wrong or Incomplete Answers

If your agent is not answering questions accurately:

Check your Knowledge Base content

The most common cause of poor answers is missing content. If a visitor asks about a topic that is not well-covered in your Knowledge Base, your agent either cannot answer or may give a generic response.

Fix: Go to Knowledge Base > Unanswered questions to see what topics visitors are asking about that your content does not cover. Create articles for the most frequent ones.

Check file visibility

Your agent can only search files that are in a general knowledge source and are marked Customers can see. If you know the answer exists in your Knowledge Base but your agent is not finding it:

1. Go to Knowledge Base > Files
2. Find the relevant file
3. Verify the source is general (not a client-specific source)
4. Verify the visibility is "Customers can see" (not "Team only")

Add more content on the topic

Sometimes the content exists but is not detailed enough. If your agent is giving partially correct answers, add more detail to the relevant Knowledge Base article - especially around the specific question being asked.

Check the personality description

If your agent is answering correctly but in the wrong tone or style, review your personality description in Agents > Personality tab. Make sure it clearly describes the communication style you want.

Signing In

Sign-in starts with one field: enter your email and choose Continue. The next screen depends on the address, so you never have to remember whether you already have an account.

"This address signs in with Google"

The account was created with Google. Choose Continue with Google. If you would rather use a password, choose Email me a link to set a password on the same screen and follow the email.

"We couldn't check this address just now"

We start you on a new account with your address filled in. If you already have an account, choose Sign in instead in the note above the form and sign in with your password. If you typed your password into the new-account form by mistake, we tell you the account already exists and keep what you typed, so you only need to press Sign in.

Password Issues

Forgot your password

Enter your email on the sign-in page and choose Continue, then click Forgot password? under the password field and press Send reset link. The email lets you choose a new password. If it doesn't arrive, check your spam folder, then write to hello@deskclone.ai.

Changing your password

Password change functionality is available in Settings > Security.

The Chat Ended Without a Reply

If a Jarvis turn finishes with the message "The assistant ended this turn without producing a reply. Nothing was saved.", the AI returned an empty response for that turn - it is not stuck, and nothing was changed or recorded.

What to do

1. Resend your message - a single empty turn is almost always transient and the retry succeeds.
2. If it keeps happening, the AI provider may be having issues. Wait a minute and try again, or contact support if it persists.

A step shows "failed"

When a tool step in Jarvis shows failed instead of a check mark, that lookup or action did not succeed - Jarvis's reply will say what happened and what it did instead (for example handing over to a person, or asking you to retry). This is deliberate: a step that didn't work is never shown as done.

Browser Compatibility

DeskClone works best in modern browsers:

• Chrome (latest 2 versions)
• Firefox (latest 2 versions)
• Safari (latest 2 versions)
• Edge (latest 2 versions)

If you experience display issues, make sure your browser is up to date.

Getting Help

If your issue is not covered here:

1. Ask Jarvis - use the chat window on this documentation site. It answers from all of our docs and can answer most questions.
2. Email support - reach out to hello@deskclone.ai with a description of your issue. Include screenshots if possible.

We typically respond within one business day.