Troubleshooting

Chat Interface Not Appearing

API Key

• Verify you're using the correct API key from Installation
• Key should be in data-key attribute or gl_chat('init', { apiKey: '...' })
• Check for typos or extra spaces

Domain Restrictions

• Your domain must be in the allowlist (Installation or Settings)
• Include exact domain (e.g., www.example.com and example.com if both used)
• Staging/localhost may need to be explicitly allowed

Script Loading

• Ensure the script tag loads before </body>
• Check browser console for 404 or CORS errors
• Verify script URL: https://api.goldilocks.chat/goldilocks.js (or your configured domain)
• If using async/defer, gl_chat commands will queue until loaded

Conflicts

• Load the widget last if other scripts conflict
• Check for JavaScript errors that may prevent initialization

Wrong or Missing Responses

Content Status

• Ensure content is Active (not Draft) in Training
• Check that documents are processed (no "Processing" status)
• Verify the correct persona is selected

Search Test

• Use Training > Search to test the same question
• If search returns nothing, add or improve content
• Refine document wording for better retrieval

Visibility Rules

• Check folder visibility: is content visible to the persona used?
• Sales persona may not see support-only folders and vice versa

Escalation Not Working

Settings

• Verify escalation email in AI Agents > Personas or escalation settings
• Check "Collect before escalating" fields are configured if required
• Ensure escalation workflow is enabled

Workflow

• Go to AI Agents > Workflows
• Find your escalation workflow
• Confirm it's enabled and triggers are set
• Check execution history for errors

Migration Stuck

If Help Center migration appears stuck:

• Refresh the page; status may have updated
• Large documents take longer - wait a few minutes
• Cancel and retry with smaller batches
• Check for failed items and migrate those manually

Common API Errors

For persistent issues, contact support@goldilocks.chat with:

• Error message
• Steps to reproduce
• Browser/device info
• Screenshots if applicable