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Troubleshooting
Common Issues
My bot isn’t appearing, or disappears. Learn how to fix a bot which wont appear
Here are the most common reasons for the bot not appearing or disappearing:
Go into the bots settings, and make sure the ‘whitelist’ is blank/empty for testing, just incase that is the cause of the issue (this is the most common cause, it’s very sensitive)
Verify the code is installed correctly on your site. Right click your site, click “View Page Source” in the right click menu, and then ctrl+F (Windows) or cmd+F (Mac) search the source code for the word ‘aminos’. If nothing is found, the code is not installed. The code should be ideally installed before the </body> tag on your site, but installing in the header may also work if this isn’t an option.
If the code IS installed (you’ve found it in step 2 above) but you still don’t see the bot and you’re using a custom HTML site (not a website builder/platform), add this code to your header section, right after the "<head> element: <meta charset="UTF-8">
If the code IS installed but you’re using GHL or Groove and it’s disappearing, make sure you’re using the GHL-specific integration code from the Integration Code tab in settings, below the Universal integration code
If you’re using WordPress, the most common reason for the bot not to appear is due to a caching or optimization plugin - examples include WPRocket, SiteGround, etc. You must go into the relevant plugin and disable all Javascript related functions (JS caching, JS optimization, etc). Disabling the plugin is not enough, as your server will still load the last version. You must go into your optimization plugin and manually disable all JS optimization and caching features. Also ensure you have the bot installed correctly in the first place - you can use the free WPCode plugin to handle this if you’re not sure how.
If you’re using Google Sites or GoDaddy’s website builder, neither of these platforms support custom code injection currently - instead, they embed custom code in a frame, which isn’t compatible with a floating widget like Aminos, unfortunately. These platforms are intended for small personal projects, not commercial sites. The new inline-embeddable bot MAY work on these sites but is largely untested.
Durable is another website builder we’ve identified that doesn’t currently work with Aminos widgets. We have reached out to their CEO, but have not had a response so far.
If you’re using a local test environment (aka, testing without uploading your site to an actual server or platform), the bot will not load. It needs to be online, not local.
After making any changes, test in a private browsing window (Incognito mode) to make sure you’re not seeing a cached version of the site
AI Not Responding. Common AI issues
Scenario: When using the AI Mode Block in the flow builder, when the chat reaches the AI block, nothing happens, or the user has to ask twice for a response
Answer:
Check that the block directly before the AI Mode Block isn’t a “Question” block. It needs to be a normal “Message” block. If you use a Question block before an AI Mode block, a user would have to ask their question twice - once for the question block, and once for the AI Mode block. Therefore, you should just use a normal Message block prior to an AI Mode block.
💡Getting an OpenAI error message instead? That means OpenAI may be down! Check OpenAI’s status page here. They don’t always update for very small interruptions, or interruptions which have literally just started — but this error is an OpenAI error specifically, not an Aminos error.
Styling issues (hidden text, wrong colours, etc) Fix common styling issues
Styling issues are uncommon but can result when styles on your own site conflict with Aminos styles.
You can fix these by using some custom CSS on your site.
Below are the most common issues. For larger issues, such as those that occur on Shopify, see the dedicated help article with styles for Shopify below (may also work on other platforms).
Common issues and the relevant CSS is below:
The text on the Call to Action “speech bubble” pop out is white/hidden, meaning you can’t see it
You can insert this as custom CSS on your site to fix it:
<style>
div.talktext p {
color.talktext !important;
}
<style>
Chat links wrong color:
<style>
.chatlink {
color: blue !important;
}
<style>
Button Links Wrong Color:
.sc-suggestions-element {
color: blue !important;
}
Font size needs changing:.
sc-message--text-content {
font-size: 18px !important;
}
(Wrap in style tags if required).
Even more, courtesy of community member Stas R:
You can do it without this bit (/* User Text Bubble Background */) - this is just the comment so you know what a function does. Here are a few, if you need something else let me know. Wrap in style tags, see example:
Wrap in style tags, see example:
EXAMPLE:
-------------------------------------------------------
<style>
/* User Text Bubble Background */
.sent .sc-message--text {
background: #1b1b1b !important;
}
<style>
--------------------------------------------------------
/* User Text Bubble Background */
.sent .sc-message--text {
background: #1b1b1b !important;
}
--------------------------------------------------------
/* User Text Color */
.sent .sc-message--text-content {
color: #e2e2e2 !important;
}
--------------------------------------------------------
/* Bot Text Bubble Background */
.received .sc-message--text {
background: #000 !important;
}
--------------------------------------------------------
/* Bot Text Color */
.received .sc-message--text p {
color: #e2e2e2 !important;
}
--------------------------------------------------------
/* Welcome Message Text Color */
.received .sc-message--text-content {
color: #e2e2e2 !important;
}
--------------------------------------------------------
/* Main Background */
.sc-message-list {
background: #232323 !important;
}
--------------------------------------------------------
/* Header Title */
.sc-header--title {
text-shadow: 1px 0 10px #000;
color: #fff;
font-weight: 300;
font-family: sans-serif !important;
text-transform: uppercase;
}
--------------------------------------------------------
/* Header Background */
.sc-header {
background: #1b1b1b !important;
}
Shopify Widget Issues. Fix Shopify widget issues
A small percentage of Shopify themes (a common one is 'Dawn') don't play nicely by default with Aminos bots - the styling of the theme conflicts with the widget, and screws it up (text aligned the wrong way, sometimes not able to type in the chat box, etc). The fix is simple and I'm posting it here for reference...
In your Shopify admin, go to Online Store > Themes.
Click Customize.
Click Theme settings.
Click Custom CSS.
Add your code [the code is below]
Click Save.
Code to add:.chat {
text-align: left !important;
}
.sc-user-input--text:focus-visible {
box-shadow: none !important;
}
.sc-user-input--text {
display: block !important;
}
We've tested this with multiple problematic themes today and it has worked in both cases 🙂
Missing data in Integrations. Do you have missing data when using an integration?
Data is passed to integrations in 3 scenarios:
When the email block is filled in (unless 2 or 3 below is present)
OR when a ‘Save Data’ block is hit
OR when an AI Mode block is hit (and the timer is reached, set within the block settings)
So if you’re missing fields or blocks, likely you need to add a Save Data block after the data you want collecting, or you could finish with an AI Block instead, which also serves the same purpose.
General issues in the flow builder. Issues using the flow builder
This article contains general troubleshooting for issues that arise when using the flow builder (the chat flow editor).
First, you should use a modern, up to date browser such as Google Chrome — this is our recommended browser. Using a modern, up to date browser will fix a lot of issues.
Secondly, simply trying a different browser can fix a lot of issues… which often arise due to a local cache issue.
If your issue is that you’re finding it hard to navigate around a particularly large and complex flow, you can try zooming out in your browser using the “View” toolbar in your browser and then “Zoom Out” several times. Whilst we don’t have a native zoom in/out feature for the flow builder, your browsers own function can be useful for this in the meantime.
We are already working on an improved flowbuilder that makes navigating around larger flows easier.
That said, we highly recommend you keep flows as simple as possible, and use AI blocks to do heavy lifting in your flows. Also make use of “Loop” blocks to avoid building large flows that use many of the same elements.
For other issues relating to specific functions, see our troubleshooting section of the help desk.
And for a general guide on using the flow builder correctly, see our getting started video here.
Our getting started video shows how to use all of the common block types, and is a must watch to understand how the flow builder and the different blocks work.
OpenAI errors. What the “Oops! OpenAI isn't responding - please try again shortly. For more information, check OpenAI's status page.” means
If you’re testing an AI-powered bot, and get this response:
Oops! OpenAI isn't responding - please try again shortly. For more information, check OpenAI's status page.
Then there are few possible reasons:
The first is that OpenAI is actually down, or experiencing issues. You can check their Status page here:
OpenAI StatusIf you’re using the flow builder (”Hybrid Mode”), ensure you’ve actually opened up the AI block by clicking into it, and you’ve filled in all of the fields (block name, business name, business context) — they are required for the feature to function
If you’re using the flow builder but you have the “Advanced” box checked, you need to navigate to the actual AI Mode tab from your bots settings pane, check the “Advanced” box there too, and then ensure you’ve uploaded data or trained on a URL in that section. See the Advanced guide here: Advanced AI Mode (Train on URL’s & PDF’s) and read the notes on using it in the flow builder. Otherwise, uncheck the Advanced box in the flow builder block if you don’t want to use Advanced mode.
If you’re using the flow builder and have checked all of the above, check the rest of your flow carefully for any blank (empty) blocks. A blank block earlier in the flow will also cause this error. Blocks cannot be blank.
Ensure all fields are filled in the AI Mode tab if you’re using the standalone AI Mode, see the guide on AI Mode here: AI Mode Walkthroughs
Advanced Mode URL Scraper/Crawler Issues. Common issues with the URL scraper/crawler
The URL scraping/crawling functionality for Advanced Mode lets you train an Aminos bot by entering the domain root (such as example.com), after submitting our bot will crawl the site.
If you’re experiencing issues with this feature, there are a few potential reasons why:
The crawler can only crawl around 30 pages currently. This is enough for the vast majority of small business websites. If you need more, one option is to use one of the many “URL to PDF” tools on the market, many of them free (Google that “URL to PDF” term), and upload the data as PDF’s instead.
If nothing is returned at all, the first thing to try is to refresh the page and try again
If nothing is returned still (or only 1 page is returned, the root), this means that either our crawler is being blocked (for example, our server is in the UK, and some international sites, usually ones with regulatory issues, block UK visitors), or that our crawler is unable to navigate the page - you could right click and “view page source” of the website you’re trying to scrape to get an idea of what our bot sees… are all the links easily viewable? One other scenario we’ve seen is where there’s a pop-up which disables the site until something is agreed to (like an age verification popup on sites for alcohol brands), this also prevents out bot from navigating the site
In the rare instances our crawler is blocked, you’ll have to train using a tool like URL to PDF, or simply use classic AI mode and copy/paste the context you’d like the bot to know about into the “business context” field.
We’ll continue to develop the crawling functionality over the coming months to overcome some of these limitations.
AI responses too long. Is your AI responding in messages that are too long?
The best way to modify the bot to respond with shorter outputs is within the “prompt” (Business Context/training data) itself. Try ending your prompt in the Business Context section with this:
“Important note for you: keep your responses short and conversational, like an SMS or tweet sized output. Do not answer in long, giant paragraphs. Just answer in short 20-30 word outputs, like you would in an SMS or tweet. This is important to me, please follow that advice.
”How well it follows the advice depends on the model. By default we use GPT 3.5. GPT 4 is better at following this kind of advice, but it is manageable with 3.5. GPT 4 will be available soon. The “reply length” limit within the AI Mode block is more for limiting token/AI credit usage.
“Whoops, looks like we got disconnected” error message. Learn what this error means, and how to fix it
Issue:
Users encountering the following error message when trying to use a chatbot:
"Whoops, looks like we got disconnected due to inactivity. Click the "Reset" icon in the top right-hand corner of this widget to restart the chat."
Clicking the reset button does not resolve the issue.
Cause:
Outside of the genuine scenario where this occurs (if someone was using the bot successfully but then hasn’t spoken to a bot for hours but left it open, this may happen, depending on cache length - in that case, resetting it will fix it), this issue typically occurs when there is nothing set up in the flow builder of the chatbot, and the "AI Mode" is not activated in the chatbot settings. As a result, the chatbot appears blank and does not load correctly.
Solution:
Check the Flow Builder:
* Navigate to the chatbot's configuration settings and verify if you have content set up in the Flow Builder.
* If you are using a flow-driven approach, make sure the flow is configured correctly.Enable AI Mode:
* If you're not using the Flow Builder and intend to rely on advanced AI responses:
1. Go to the AI Mode tab in the chatbot settings.
2. At the top of the AI Mode tab, check the box labeled "AI Mode".
3. Ensure that you’ve configured the advanced AI features according to your needs.Restart the Chatbot:
* Once you have either content in the flow builder or AI Mode enabled, click the reset button in the widget or refresh the page to restart the chat.
Summary:
Ensure there’s either content in the flow builder or AI Mode is turned on.
* For users leveraging AI features, activate AI Mode by checking the "AI Mode" box in the “AI Mode” tab.
* After making changes, restart the chatbot to resolve the disconnection issue.
This simple fix should get the chatbot working correctly and eliminate the disconnection message.