Troubleshooting

Having trouble? This page covers the most common issues and how to resolve them.

The widget is not showing on my website.

Check the installation code — make sure the Knock Knock App script is added to every page where you want the widget to appear. It should be placed just before the closing </body> tag.
Check page rules — if you have set up page rules, the widget may be hidden on certain pages. Go to Widget Setup > Page Rules to review your configuration.
Check working hours — if your widget is set to only appear during working hours and you are outside those hours, the widget may be hidden or showing in offline mode.
Clear your browser cache — sometimes cached files prevent the latest widget code from loading. Clear your cache and reload the page.
Disable ad blockers — some ad blockers or privacy extensions may block the widget script. Try disabling them temporarily to test.

Calls Not Connecting

Visitors or agents cannot connect to calls.

Check browser permissions — both the visitor and the agent need to grant microphone (and camera for video) permissions in their browser. Look for a camera/microphone icon in the browser's address bar.
Check your internet connection — calls require a stable internet connection. Try refreshing the page and reconnecting.
Try a different browser — some older browsers may not fully support video and audio calls. Use the latest version of Chrome, Firefox, Safari, or Edge.
Check firewall settings — corporate firewalls may block the connections needed for calls. Contact your IT team if you are on a company network.

The AI chatbot or voice agent is not responding to visitors.

Check your AI credits — if you have run out of AI credits, AI features will stop working. Go to Billing > AI Credits Usage to check.
Check AI configuration — make sure your AI agent is enabled. Go to AI Features and verify that the chat or voice agent is turned on.
Check your Knowledge Base — if the AI cannot find relevant information, it may not respond. Make sure your Knowledge Base has sufficient content.
Check channel settings — ensure that AI chat or AI voice is enabled in your widget's channel settings.

I cannot see session recordings for my website.

Verify widget installation — session recording requires the Knock Knock App widget to be properly installed on your website.
Check the Sessions page — recordings may take a few moments to appear. Refresh the Sessions page.
Check your plan — session recording may not be available on all plans. Verify your subscription includes this feature.

I am not getting notified when visitors engage.

Check notification settings — go to Settings > Notifications and make sure notifications are enabled.
Check browser notifications — your browser may be blocking notifications from Knock Knock App. Check your browser's notification permissions.
Check the mute toggle — the notification mute button in the sidebar may be enabled. Click it to unmute.
Check your availability — if you are set to offline or outside working hours, notifications may be suppressed.

Data is not syncing with my connected integration (Slack, HubSpot, etc.).

Re-authorize the integration — go to Integrations, disconnect the integration, and reconnect it. This refreshes the authorization.
Check integration permissions — make sure the integration has the required permissions in the third-party service.
Check for errors — some integrations show sync status or error messages on the integration settings page.

If you cannot resolve your issue with the steps above:

Email us — reach out to hello@knockknockapp.ai with a description of your issue
Include details — mention what you were trying to do, what happened instead, and any error messages you see