Troubleshooting

The things that actually go wrong, and what each one means.

The chat does not appear on my site

On WordPress: check that Enabled is ticked under Settings, Ampa Chat, that your site key is pasted, and that the page is not in the excluded paths. Cart, checkout and account pages are excluded on purpose.

On any other site: check the snippet is on the page and that the site key inside it is yours.

If it still does not appear and your site sends a Content Security Policy, that is the usual cause. It needs connect-src https://ampa.chat and permission for the widget script. If you have no idea whether your site has one, it almost certainly does not.

I am getting no leads at all

Open Setup in your console. In order of how often it is the answer:

• The doorway is red. No conversation has ever started, so the widget is not really running or the key is wrong.
• The mail identity is red. Your postal address is missing, so sending is held.
• Everything is green and still nothing. Then people are talking and not leaving details, which is a conversation problem rather than a plumbing one. Tell us, because we can read where the conversations stop and fix it.

The agent said it would follow up instead of answering

That is the truth rule doing its job: the fact it needed was not in your approved data. Add the fact or the product row, and it will answer directly next time. It will never fill the gap by guessing.

My briefs are landing in spam

Check that your footer identity is confirmed with a real postal address, then tell us so we can re-check SPF, DKIM and DMARC on your domain. These break quietly when someone changes DNS for an unrelated reason.

Someone got a follow up after they had already replied

Tell us immediately, with the person's name. This should be impossible: any reply cancels everything queued for that person, and a human speaking in the chat does the same. If it happened, something is wrong at our end and we want to see it.

A message in the chat would not send

The widget tells the customer the truth about what went wrong, so read the wording:

• "On our side, not your connection." The problem is ours, not the customer's internet. They do not need to check their wifi, and there is nothing for you to fix; it means our end had a wobble and the message can be sent again.
• A timeout. The reply took too long. Usually a one off.
• Genuinely offline. The customer's own connection has dropped.

In each case the message that did not go through becomes a button the customer can tap to resend, rather than a line they have to retype. If you see a lot of "on our side" in one conversation, tell us, because that is ours to look into.

My Telegram bot has gone quiet

If messages to your Telegram bot stop being answered, the connection between Telegram and your agent has usually dropped, which can happen if the bot's token was changed or reset in Telegram. Open the Channels screen in your console, disconnect the Telegram channel and reconnect it with a fresh token from @BotFather. Reconnecting re-registers the bot cleanly and leaves your other settings alone. See Your channels for the connection steps.

I cannot sign in, or I forgot my password

Any email Ampa has sent you carries a sign-in link that opens your account without a password; open the most recent one and press the button. If you would rather reset the password, press Forgot your password? on the sign-in page at ampa.chat/console, on ampa.chat/start, or in the Ampa Chat settings inside WordPress, type your email, and choose a new one from the link we send. If no email arrives within a couple of minutes, check spam, then make sure you typed the address you set up with.

Something else

Email info@ampa.chat with the person's name or the time of the conversation. We can read the exact thread, including what the agent was told and why it answered the way it did.