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This guide covers the most common issues merchants encounter with Egentify and how to resolve them. Work through the steps for your issue — if the problem persists, contact the support team using the details at the bottom of this page.
1

Check your Shopify theme settings

In Shopify Admin, go to Online Store > Themes > Customize. Open App Embeds and confirm the Chat widget toggle is enabled. Save your changes and publish your theme.
2

Check your WooCommerce plugin settings

In WP Admin, go to Egentify > Widget Settings and confirm that auto-inject is enabled and the plugin is active. If you recently made changes, clear your site cache — caching plugins can serve a stale version of your page that doesn’t include the widget.
3

Confirm your store connection

Check that the Egentify app or plugin is still connected and not showing a disconnected state in your admin. A broken connection will prevent the widget from loading.
4

Check your browser console for errors

Open your browser’s developer tools and look for errors mentioning egentify in the Console tab. Copy any errors you find and include them when you contact support.
The AI queries your store in real time, so inaccuracies usually mean the data in your store is outdated. Check that your Shopify or WooCommerce product details and order statuses are correct and up to date.If product search results seem wrong, review your product titles and descriptions — the AI matches against these fields, so they should reflect the terms customers would actually search for.
After updating product or order data in your store, the AI will reflect those changes immediately on the next conversation — no sync or refresh is needed.
Check two things in Agent Settings:
  1. Refund processing is enabled — confirm that refund processing is turned on in Agent Settings.
  2. The refund amount is within your threshold — check your configured refund limit in Agent Settings.
If the AI is creating a ticket instead of processing a refund automatically, the request likely exceeded your threshold and requires team approval. You can raise the threshold or approve the ticket manually from your dashboard.
1

Verify your voice provider settings

Go to Dashboard > Project Settings > Voice and confirm your agent ID (Retell AI) or assistant ID (Vapi) is correct. Cross-check it against your configuration in your Retell AI or Vapi account.
2

Confirm your phone number is provisioned

Make sure a phone number has been assigned and provisioned for your voice agent in your voice provider’s dashboard.
3

Check your plan

Voice is available on the Growth plan and above. It is not available on Free or Starter. Upgrade your plan from the Egentify billing dashboard if needed.
1

Confirm your forwarding rule is active

Log in to your email provider and verify that the forwarding rule for your support address is active and pointing to your Egentify forwarding address. Find your forwarding address in Project Settings > Email.
2

Send a test email

Send a test email to your support address and wait 1–2 minutes for it to appear in your dashboard as a ticket.
3

Check your email provider's forwarding logs

If the test email doesn’t arrive, check your email provider’s forwarding or delivery logs for errors. A misconfigured DNS record or spam filter at your provider can block forwarded messages before they reach Egentify.
Adjust the widget position and offset settings in Configuration > Widget Customization. Increase the horizontal or vertical offset values to move the widget away from other floating elements such as live chat buttons or cookie banners.On Shopify, these offsets are set directly in Theme Editor > App Embeds > Chat widget.
If you’re using a Shopify theme with a sticky cart button or a floating announcement bar, increasing the vertical offset by 60–80px usually clears the overlap.
Shopify: Uninstall the Egentify app in Shopify Admin > Settings > Apps & sales channels, then reinstall it from the Shopify App Store.WooCommerce: In WP Admin > Egentify, click Disconnect, then click Connect to Egentify to go through the OAuth flow again.
Uninstalling the Shopify app cancels your Shopify billing subscription. Use the Egentify billing dashboard to manage your subscription before uninstalling if you plan to reconnect on the same plan.
Go to Agent Settings and confirm that ticket creation is enabled. If tickets are being created but not assigned to your team, review the ticket assignment settings in Agent Settings to confirm assignments are configured correctly.
You can test ticket creation by starting a conversation in the widget and asking for an issue that should trigger escalation, such as a refund request above your threshold.

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Contact support

If none of the steps above resolve your issue, contact the Egentify support team directly. When you reach out, include your project ID (found in Project Settings > General) and a description of the issue — this helps the team investigate faster.

Chat with us

Open the Egentify dashboard and use the support chat at the bottom right.

Email support

Email us at support@egentify.com — we typically reply within 1 business day.