Common issues and how to fix them

The chatbot only answers from the content in your knowledge base and the business information you provide. So, a “doesn’t have information” response means it couldn’t find the relevant material. Check the following:

1. 1Go to Pilih situs → Knowledge base → Isi knowledge base (Select site → Knowledge base → Fill knowledge base), then type keywords in the filter box. If nothing appears, the information hasn’t been added.
2. 2If the information is on your site, click Periksa ulang (Re-check) in the page row (or Periksa/Check), then Terapkan (Apply).
3. 3If the information isn’t on your site, go to Kelengkapan informasi (Information completeness), click Isi manual (Fill manually), and Simpan (Save). The bot will use this answer immediately.

Pages that failed to read are listed in Halaman yang dilewati (Skipped pages) in the Periksa (Check) report.

The most common reason is that the embed code hasn’t been pasted correctly or your site pages are still using an old cache. Copy the code again from Pilih situs → Widget → Editor → bagian 3 Pasang di situsmu (Select site → Widget → Editor → section 3 Paste on your site).

• The code must include the src and data-site-id attributes exactly as shown, within a page that actually displays (not an Angular component template).
• Select your site platform in Situsmu dibuat pakai apa? (What is your site built with?) to see where to place the code.
• Clear your site’s plugin or CDN cache, then reload without the cache.
• The “Not yet installed on your site” status only changes after a visitor chats. This status isn’t proof that the code is wrong.

Messages are rejected because the domain where the widget is installed isn’t in the Domain yang diizinkan (Allowed domains). Visitors will see “Mohon maaf, server kami sedang sibuk…” (Sorry, our server is busy…) while the actual reason is in Pilih situs → Widget → Monitoring → Aktivitas diblokir terbaru (Select site → Widget → Monitoring → Latest blocked activity), with the reason “Domain tidak diizinkan” (Domain not allowed).

Fix this in Widget → Editor → bagian 2 Domain yang diizinkan (section 2 Allowed domains): write one domain per line, then click Simpan domain (Save domain). Subdomains of the listed domain are also allowed. Add staging domains or other domains where the widget is installed. An empty list allows the widget to answer on any domain.

The widget displays this message when a visitor exceeds the message limit (error 429). The limits are: 3 messages per minute from one visitor on one site, 20 messages per minute from all visitors on one site, and 50 messages per day from one IP address to one site.

Visitors should wait a moment, except for the daily IP limit which resets the next day. Messages rejected due to these limits don’t use your plan’s chat quota.

An exhausted chat quota causes the widget to reply with “Mohon maaf, server kami sedang sibuk…” (Sorry, our server is busy…) (error 429 quota_exceeded). Quota is calculated per account and shared across all your sites: Free 100, Starter 3,000, Pro 15,000, Studio 50,000 AI replies per month.

Check your usage in Daftar situs (Site list) or Akun & paket (Account & plan). All AI reply allowances reset on the 1st of each month at 00:00 WIB. For a larger quota, choose Upgrade in Akun & paket (Account & plan). Paid plans that have been inactive for more than 3 days revert to Free.

The “Tambah situs” (Add site) dialog rejects sites with the message “Sitemap not found” if the chatbot can’t find a list of pages. A sitemap is needed to know which pages to read.

• WordPress: enable the built-in sitemap (Settings → Reading, your site must be visible to search engines) or use a plugin like Yoast or Rank Math.
• Self-built site: create a sitemap.xml file containing a list of your pages.
• Sitemap is already at another address: fill in Advanced → Sitemap address (optional) then click Check again. For sites already added, change it in Pilih situs (Select site) → Pengaturan (Settings) → Sitemap path.

In “Persona & jawaban” (Persona & answers) a red box will appear saying “Persona failed to compile” along with the reason. Old personas are not changed, so fix the cause and click Create or Update again.

The dialog button is disabled if the “About your business” field is empty. If the persona hasn’t changed after 3 minutes, a warning appears: reload the page in a moment, and if it’s still the same, try recreating it. While the AI is compiling, the Save button in Edit persona manual is temporarily locked.

Changes in Widget → Editor are saved automatically and reach your site in about 1 minute, so reload your site page after waiting. Make sure the indicator in the Appearance section says Saved, not Saving or Not saved.

If your WhatsApp number or font name is invalid, red text appears below the field and the old value remains. If it’s still the same after a few minutes, clear your site’s plugin or CDN cache.