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Common Issues & Solutions

Troubleshoot common problems with your KnowFlow integrations.

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Widget Issues

Symptoms: The chat widget doesn’t show up on your websiteSolutions:
  1. Check Script Installation
    • Verify the script tag is in your HTML
    • Ensure it’s placed before the closing </body> tag
    • Check for JavaScript errors in browser console
  2. Verify Integration ID
    • Confirm the data-app-id matches your integration ID
    • Check for typos in the integration ID
  3. Check CSS Conflicts
    • Look for CSS rules that might hide the widget
    • Check z-index conflicts with other page elements
Quick Test:
// Check if widget script loaded
console.log(window.KnowFlowWidget ? 'Widget loaded' : 'Widget not loaded');
Symptoms: Widget shows but clicking doesn’t open chat or shows errorsSolutions:
  1. Check Network Connectivity
    • Open browser dev tools → Network tab
    • Look for failed API requests
    • Verify your domain is allowlisted in widget settings
  2. Verify Integration Status
    • Check if your integration is active in the dashboard
    • Ensure knowledge bases are connected
    • Confirm API usage limits aren’t exceeded
  3. Clear Cache
    • Hard refresh the page (Ctrl+F5 / Cmd+Shift+R)
    • Clear browser cache and cookies
    • Try in incognito/private browsing mode
Symptoms: Custom trigger buttons don’t open/close the widgetSolutions:
  1. Check Attribute Spelling 
    <!-- Correct -->
<button data-knowflow-trigger="open">Help</button>

<!-- Incorrect -->
<button data-knowflow-triggers="open">Help</button>
  2. Verify Trigger Settings
    • Ensure enableTriggerButtons is not set to false
    • Check that buttons are added to DOM after page load
  3. Test Programmatic API 
    // Test if API is available
if (window.KnowFlowWidget) {
  window.KnowFlowWidget.open();
} else {
  console.log('Widget API not available');
}

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Getting Help

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Self-Service Resources

  1. Check System Status
    • Visit status page for service status
    • Review recent announcements and updates
  2. Review Documentation
    • Search this documentation for specific topics
    • Check our best practices guides
  3. Test in Isolation
    • Try your integration on a simple test page
    • Use the built-in chat interface in the dashboard

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Contact Support

If you can’t resolve the issue:
  1. Gather Information
    • Integration ID and organization name
    • Browser/platform details
    • Screenshots or error messages
    • Steps to reproduce the issue
  2. Submit Support Request
    • Use the support widget on our website
    • Include all relevant details

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Prevention Tips

  • Regular Testing: Test your integrations weekly
  • Monitor Analytics: Watch for unusual patterns or drops in performance
  • Keep Updated: Stay informed about platform updates and changes
  • Backup Configurations: Document your settings and prompt configurations
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