Troubleshooting Guide

Chat bubble doesn’t appear on my Website

Possible Causes & Solutions:

Chatbox Disabled
→ Go to Design & Appearance
→ Ensure Enable Chatbox toggle is ON
Viewing While Logged In
→ Some themes hide elements for logged-in admins
→ Try viewing your site in a private/incognito window
Browser Cache Issues
→ Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
→ Clear any caching plugin temporarily to test
JavaScript Errors or Theme Conflicts
→ Open browser console (F12) and check for red error messages
→ Disable other plugins temporarily to identify conflicts
Mobile / Responsive Issues
→ Some themes may hide the bubble on smaller screens
→ Check CSS or responsive settings
Chat Bubble Visible But Not Clickable
→ Might be caused by overlapping theme elements (z-index)
→ Inspect using browser developer tools and adjust CSS if needed

Verify OpenAI API Key
→ Go to General Settings
→ Ensure key starts with “sk-”
→ If issues persist, generate a new key on OpenAI
Check OpenAI Credits
→ Log in to platform.openai.com
→ Go to Billing to confirm available credits
Ensure Content Is Indexed
→ Go to Content & Indexing
→ Click Rebuild Content Index (may take a few minutes)
Review Browser Console for Errors
→ Open Developer Tools (F12), check Network tab for failed requests
Caching Plugin Conflicts
→ Exclude the REST API endpoints below from caching plugins:
• /wp-json/wp-ai-agent/v1/chat
• /wp-json/wp-ai-agent/*
→ See section “Chat Not Working with Caching Plugins” below

Symptoms:

Solution:

Exclude the below endpoints in your caching plugin settings (WP Rocket, W3 Total Cache, LiteSpeed, WP Super Cache, Cloudflare).
→ Exclude the REST API endpoints below from caching plugins:
• /wp-json/wp-ai-agent/v1/chat
• /wp-json/wp-ai-agent/*
Only WordPress REST API calls need exclusion; external OpenAI API calls do not need changes.

Possible Actions:

Rebuild Content Index
→ Refresh the AI’s knowledge of your site
Check Indexed Content Types
→ Make sure relevant Posts, Pages, Products, etc., are toggled ON
Improve Site Content
→ Clear headings, add specifications, FAQs, and answers to common questions
→ Well-organized content helps SensAI provide better responses
Clear AI Response Cache
→ Forces SensAI to generate fresh answers for repeated questions