How to troubleshoot common Presbot issues

Start with the simplest explanation

Many Presbot issues come from an unpublished change, cached page, incomplete setup, or outdated content.

Begin with the exact problem you can see rather than changing several settings at once.

Confirm the website is live and current

Open the public website in a private browser window.

Check that you are viewing the published site, not an editor preview or an older cached version.

If you recently installed Presbot, review how to install Presbot on your website.

The launcher does not appear

Check:

• The embed code was copied completely
• The code was placed in a script or custom code area
• The website was published
• The code is on the intended template
• A cache was cleared
• A consent or security tool is not blocking it

Open the browser console and look for blocked script or network errors.

The launcher appears twice

The code may be installed in more than one place.

Check theme files, custom code settings, plugins, and tag manager containers.

Keep one active installation unless your setup requires something different.

Presbot appears on only some pages

The code may be in a page-specific block instead of the shared site layout.

Compare a working page with a page where the assistant is missing.

Move the installation to a global footer or shared template when Presbot should appear across the site.

The assistant covers another control

Test on desktop and mobile.

Look for overlap with:

• Cookie notices
• Menus
• Checkout buttons
• Accessibility tools
• Other chat widgets

Review how to customize Presbot for your website.

A Quick topic gives the wrong answer

Open the topic in your assistant settings and confirm that it points to the intended saved answer or flow.

Check for duplicate or similarly named topics.

Review how to write effective Quick topics.

A saved answer is outdated

Update the answer and test it on the public website.

Search for the same old information in Knowledge and other saved answers so visitors do not receive conflicting details.

Review how to write clear saved answers.

Smart Assistant gives a vague response

The related Knowledge may be too general or incomplete.

Add the specific facts the response needs, then test several ways of asking the same question.

Review how to add useful Knowledge and how Smart Assistant uses Knowledge.

Smart Assistant gives inconsistent responses

Check for conflicting information across saved answers and Knowledge.

Pay special attention to prices, hours, policies, service areas, and availability.

Choose one accurate version of each important fact.

Lead capture does not finish

Complete the flow yourself and note the exact step where it stops.

Check whether a required question is unclear, a field rejects valid input, or the confirmation step is missing.

Review how to set up lead capture.

A captured lead is missing details

Review the questions that created the lead.

If your team repeatedly needs the same missing detail, add one clear question to the flow.

Do not make the flow longer than necessary.

Links do not work

Open each link directly and confirm that it points to a published page.

Check for old domains, missing paths, and copied punctuation.

Test email, phone, booking, pricing, and support links.

Changes do not appear

Confirm that you saved the assistant changes and published any website changes.

Then test with a fresh private window and clear relevant caches.

Change one thing at a time so you know what solved the problem.

Account or billing information looks wrong

Review the current details shown in your account.

Check recent plan changes and billing records before making another change.

Review how Presbot billing and upgrades work.

Write down useful troubleshooting details

When you need help, collect:

• The page URL
• The browser and device
• The exact steps you followed
• What you expected
• What happened instead
• Any visible error message
• A screenshot when useful

Clear details make problems easier to understand.

Troubleshooting checklist

• You reproduced the issue
• You tested the public website
• You checked publishing and caching
• You reviewed the related assistant setting
• You tested one change at a time
• You checked for conflicting content
• You saved the exact error details

Next steps

Review installation, customization, and how to improve Presbot using visitor questions.