Guide
Troubleshooting
This page collects common problems across SRV AI Chatbot in one place, with a link to the detailed guide for each area. It is for administrators diagnosing an issue quickly.
Licensing and access
| Problem | Fix |
|---|---|
| Admin panel shows a license gate / restricted screen | Verify your License Key and check License Status on the License screen; renew if support/updates have lapsed |
| Widget does not appear in the client area at all | Confirm License is Active, Enable chatbot is on (see General Settings), and the client's group is not checked under Access control (see Security & Rate Limits) |
AI providers and answers
| Problem | Fix |
|---|---|
| Test Connection fails for a provider | Re-check API key, Base URL, and outbound HTTPS access — see Managing AI Providers |
| Assistant gives generic, empty, or off-topic answers | Add/expand relevant Knowledge Sources; review Scope strength in Behavior Settings |
| Assistant refuses questions that should be answerable | Lower Scope strength, and confirm the topic is actually indexed in the Knowledge Base |
| New site content is not reflected in answers | Reindex the relevant knowledge source, or wait for the scheduled reindex interval |
Routing and assistants
| Problem | Fix |
|---|---|
| The wrong assistant appears on a page | Review WHMCS page templates and Route priority — see Adding an Assistant |
| No assistant appears anywhere | Confirm at least one assistant is Enabled with matching routing rules |
Client actions and tickets
| Problem | Fix |
|---|---|
| Assistant refuses to perform a requested account action | Confirm the action is enabled in General Settings → Account Actions (/en/p/srv-aichatbot/docs/general-settings-general-settings-and-actions), and any product group ID restriction in Action policies includes the client's service's product group |
| Client never receives a one-time confirmation code | Check the client's contact email and WHMCS outbound email delivery |
| Ticket Assist buttons missing on a ticket | Confirm Enable ticket assistant on support ticket view and the specific feature toggle are on — see Ticket Assist |
| Automatic Ticket Responder never triggers | Confirm department, status, and ticket age match the configured rules — see Ticket Assist |
Sales, promotions, and embed
| Problem | Fix |
|---|---|
| Assistant never offers a promo code | Confirm Enable chat promos is on and, in Pool mode, that entries are available — see Promotions & Escalation |
| Recommendations carousel does not render | Confirm the page is listed in Surface pages (CSV) and Mount selector (CSS) matches a real element — see Sales Assist |
| Embedded widget does not appear on an external site | Confirm Enable external-site embed is on globally and Embed Enabled is on for the assistant, and that the site's exact origin is in Allowed Origins — see External Embed |
Performance and cost
| Problem | Fix |
|---|---|
| AI provider costs are higher than expected | Set or lower Max tokens per day on the Dashboard; review Max reply tokens in Behavior Settings |
| Cache hit ratio stays low | Increase Response cache TTL (hours) in Behavior Settings |
Getting further help
If a problem persists after trying the relevant fix above, gather the following before contacting support:
- Module Version, Build Version, and License Status from the License screen
- The relevant Conversation ID and timestamp, if the issue relates to a specific chat
- Any error shown by Test Connection on the affected AI Provider