Troubleshooting

Check that the script tag is placed before the closing `</body>` tag and that the page has actually deployed since you added it, some hosts cache aggressively. If you’re on WordPress, confirm the plugin is activated and a widget key is saved under Settings → SiteMind Chat. If you’re using a site builder like Wix, Squarespace, or Google Sites, check your dashboard’s Install page for that platform, a few of them restrict custom scripts on free tiers or strip them entirely.

This almost always traces back to what actually got indexed. Open your website’s Overview tab and check “Indexed pages” and “Knowledge chunks”: if those numbers are low relative to your real site, the crawl likely didn’t see much content. The most common cause is a JavaScript-rendered site, see the SPA note in Adding a website. Filling the gap with an uploaded document or a manual entry (see Knowledge sources) usually fixes it immediately, no recrawl needed.

Crawls move through queued, then crawling, then ready, and larger sites simply take longer since pages are fetched one at a time. If a crawl shows as failed, try a manual recrawl from the website’s detail page. If it keeps failing, it’s worth checking whether your site blocks automated requests or has an unusually large number of pages beyond your plan’s limit (see Billing and plans).

If the chunk you edited came from a crawled page, a later recrawl replaces it with freshly crawled content, which overwrites manual edits to that chunk. Correct it at the source (the page itself) or add it as a manual entry instead, manual entries aren’t touched by recrawling.

Open a ticket from the Support page in your dashboard with your website’s domain and what you’re seeing. Every ticket gets a thread you can reply to directly, and you’ll see status updates as it moves from open to resolved.