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Troubleshooting

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

Widget Not Appearing​

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.

AI Not Responding​

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.

Session Recordings Not Working​

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.

Not Receiving Notifications​

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.

Integration Not Syncing​

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.

Website Form Capture​

Submissions are not appearing in the Identity Graph.

  • Check the global config — the super admin owns whether form capture is on (globally or per-company); customers can't toggle it themselves. Confirm capture_website_forms is true in either the global defaults or this tenant's override.
  • Check the form provider — embedded forms from HubSpot, Calendly, GoHighLevel, Typeform, Jotform, and Mailchimp are auto-detected. White-label GHL deployments are also detected via iframe scanning.
  • Check the browser console — append ?kk_debug_form=1 to your page URL and submit a test form. Every form-related postMessage gets logged to the developer console; this tells you whether the form is emitting a usable submit event.
  • Some GoHighLevel V2 forms submit server-to-server — if the GHL widget never posts a client-side event after submit, we cannot intercept it. The fix is to add a GHL workflow that webhooks form submissions back to your tenant.

ERR_BLOCKED_BY_CLIENT in the developer console.

That error comes from a browser extension (ad-blocker, privacy-blocker), not from our backend. The form-intercept transport falls through three paths (socket → sendBeacon → fetch) so a single blocked transport doesn't stop captures, but a blocker that filters all three on a test page will block the request. Reproduce the same flow in a clean browser profile with no extensions to confirm before reporting it as a backend issue.

Identity Graph​

The AI is not greeting my returning visitor by name.

  • Check Identity Graph access — Knock Knock's super admin needs to have enabled Identity Graph access on your account. Without it, the runtime graph still runs (when subscription is active) but you cannot tune it.
  • Check the verification policy — under Strict or Regulated, the visitor needs a direct trigger (form, CRM landing, known device, inbound call, or first profile) to be verified. Returning on a fresh browser keeps them at claimed-only.
  • Check the audit log — find the visitor at Admin → Identity → Persons → <visitor> → <your company profile>, then open the Identity Audit tab. It shows every claim and verification event recorded for that visitor's profile.

A profile shows a "Conflict" warning.

That means a session already verified for another Person tried to claim this visitor (an attacker, a co-worker on a shared device, or a visitor who typed someone else's email). The conflicting claim is rejected — the AI is not exposed to two visitors' histories at once — and an audit event is recorded. Click into the profile and review the Identity Audit tab to see which other Person the original session was verified for.

Still Need Help?​

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