Troubleshooting

First, run the checksHolaReply › Support: Checks looks at the AI connection, the index, the widget, page caches, PHP, background work, recent provider failures and key encryption. Copy report gives us everything we need, without your key.

The chat does not showTurn on Show the chat widget on this site in Settings › General and Save changes. In Features, keep AI answers or the Enquiry form on. With the form off, the chat needs a working AI key.

It hands every question to a personNothing is indexed yet, or the key is missing. Build the index in Content & index and check Settings › AI connection, Test connection.

An answer is wrong or missingCorrect the page it came from (the “Answered from” link), or add the answer in Knowledge base. It is used a few minutes after saving.

One visitor sees another’s answerA page cache is caching REST responses. HolaReply clears WP-Optimize, WP Rocket, W3 Total Cache, WP Super Cache, Autoptimize, LiteSpeed and SiteGround when you save; with another cache plugin, exclude /wp-json/holareply/ from it.

The index build stopsKeep Content & index open while it builds; Update index carries on where it stopped. A free AI plan’s limit pauses it with a countdown, then it resumes.

The chat does not showOnline Store › Themes › Customize › App embeds: turn on HolaReply chat and Save. Check Show on phones and Show on in the same block.

It answers nothing yetApps › HolaReply: wait for the tick on Read your store in the Setup guide, or click Read my store again after big changes.

An answer is wrong or missingCorrect the product or page it came from, or add the answer in Apps › HolaReply › Knowledge base.

It offers the form instead of answeringThe plan’s AI conversations, or the daily limit, may be used up: see Apps › HolaReply › Plans and AI answers a day for the whole store in Settings. No shopper is lost: the form takes their question.

Proactive messages do not showThe chat embed must be on (above), the message Live, and the page, time and visitor must fit its rules. A message closed with × stays away for a week.

Checks for your storeIn the Desk, Manage › Support (owners) checks your setup and sends us a report.

The chat does not showCheck that the line from Manage › Settings › Website is on every page, just before </body>, then clear your site’s cache. It only shows on the website you proved, and while your trial or plan is on.

It answers nothing yetManage › Settings › Website: under What HolaReply reads, check a section is ticked and its pages are read. With no sitemap at /sitemap.xml, it reads your home page only.

An answer is wrong or missingCorrect the page it came from, or add the answer in Manage › Knowledge base.

It offers the form instead of answeringThe month’s AI conversations, or the daily limit, may be used up: see Manage › Plan and usage and the daily limit in Manage › Settings › Answers. No visitor is lost: the form takes their question.

Checks for your websiteIn the Desk, Manage › Support (owners) checks your setup and sends us a report.