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Quick fixes for the most common issues. If your problem isn’t listed here, contact support at [email protected].

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Widget not showing

The chat bubble doesn’t appear on your website.

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Check your widget ID

Make sure the data-widget-id in your embed snippet matches the ID shown in Dashboard > Settings > Installation. A typo or extra space will prevent the widget from loading.

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Check the snippet placement

The snippet should be placed just before the closing </body> tag. If it’s in the <head> or buried inside another element, it may not execute correctly.

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Check for JavaScript errors

  1. Open your browser’s developer tools (press F12)
  2. Go to the Console tab
  3. Look for red error messages related to replybubble
  4. Common errors:
    • Failed to load resource — the widget URL may be blocked by your hosting provider or ad blocker
    • Refused to load script — this is a CSP (Content Security Policy) issue. See below

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Check for ad blockers

Some browser ad blockers may block the widget script. Try loading your site in an incognito/private window with extensions disabled.

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Wait a few seconds

The widget loads after the page is idle (using requestIdleCallback). On very heavy pages, this may take a few seconds. If it still doesn’t appear after 10 seconds, there’s likely another issue.

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Check if the widget is disabled

If your code includes window.__RB_WIDGET_DISABLED = true before the widget script, the widget will not load. Search your codebase for this line.

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Content Security Policy (CSP) issues

The widget is blocked by your site’s security headers. If your website uses a Content Security Policy, you need to allow ReplyBubble’s domains.

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Add these to your CSP

script-src: https://*.replybubble.com
connect-src: https://*.replybubble.com
frame-src: https://*.replybubble.com
style-src: https://*.replybubble.com

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Where to update CSP

  • Cloudflare Pages / Netlify: _headers file or dashboard security settings
  • WordPress: Security plugin settings (Sucuri, Wordfence, etc.)
  • Custom server: Content-Security-Policy header in your server config (nginx, Apache, etc.)

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How to confirm CSP is the issue

  1. Open developer tools (F12)
  2. Go to the Console tab
  3. If you see Refused to load the script or Blocked by Content Security Policy, CSP is the issue

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AI not responding

The bot shows up but doesn’t reply, or replies with an error.

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Check your API key

  1. Go to Dashboard > Settings > AI Provider
  2. Verify a key is connected and the status shows as active
  3. If the key was recently rotated or revoked at your provider, paste the new key

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Check your provider’s billing

AI providers require billing to be set up before API keys work.

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Check your provider’s status

Your AI provider may be experiencing an outage:

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Check your spending caps

If you’ve set a daily spending cap in ReplyBubble and it’s been reached, the bot will stop making AI calls until the next day. Check Dashboard > Settings > AI Provider for your current cap settings.

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Check your provider’s rate limits

If you’re on a new AI provider account, you may have low rate limits. Check your provider’s usage dashboard for throttling warnings.

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Bot gives wrong or irrelevant answers

The bot responds, but the answers aren’t accurate.

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Check your knowledge base

The bot can only answer from what it knows. If the answer isn’t in your knowledge base, the bot will either decline to answer or give a generic response.
  1. Go to Knowledge Base > Documents
  2. Search for the topic the visitor asked about
  3. If the content is missing, add it

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Check for outdated content

If your knowledge base has old information (outdated pricing, discontinued products, changed policies), the bot will serve that stale content. Update or remove outdated documents.

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Adjust honesty controls

If the bot is guessing instead of saying “I don’t know,” your confidence threshold may be too low.
  1. Go to Settings > AI
  2. Adjust the confidence threshold — a higher threshold means the bot is more likely to say it doesn’t know rather than guessing

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Review unanswered questions

Go to Analytics > Insights to see which questions visitors are asking that your knowledge base can’t answer. Add content to fill these gaps.

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Widget loads slowly

The chat bubble takes a long time to appear. The widget intentionally loads after the page is idle to avoid slowing down your site. This is normal and usually takes 1–3 seconds. If it’s taking longer:
  • Check your site’s load time — a slow page delays everything, including the widget
  • Check Google Tag Manager — if you’re loading the widget through GTM, that adds an extra step. Consider direct installation instead
  • Check network tab — open developer tools (F12), go to the Network tab, and filter for “replybubble” to see if the script is loading slowly

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Forms not submitting

Visitors can fill out forms but submissions aren’t saved.
  1. Check your browser’s developer tools (Console tab) for errors during form submission
  2. Verify your widget ID is correct
  3. Check that your API key is connected and active
  4. Try submitting a test form yourself to reproduce the issue

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Notifications not arriving

You’re not getting Slack/Teams/webhook notifications.
  1. Go to Dashboard > Settings > Integrations
  2. Verify the integration is connected and enabled
  3. For Slack: check the selected channel still exists and the bot hasn’t been removed
  4. For webhooks: test your endpoint with a tool like webhook.site to verify it’s reachable
  5. Check your webhook endpoint is returning a 200 status code

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Still stuck?

  • Free plan: Self-service (this documentation)
  • Pro plan: Email [email protected]
  • Enterprise: Priority support with a dedicated contact