> ## Documentation Index
> Fetch the complete documentation index at: https://egentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Common Egentify Issues and Errors

> Step-by-step guidance for fixing common issues with Egentify's chat widget, AI responses, integrations, voice calls, and email forwarding.

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.

<AccordionGroup>
  <Accordion title="Chat widget not appearing on my storefront">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="The AI is giving incorrect product or order information">
    The AI queries your store in real time, so inaccuracies usually mean the data in your store is outdated.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.

    <Tip>
      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.
    </Tip>
  </Accordion>

  <Accordion title="Refunds are not being processed">
    Check two things in [Agent Settings](/docs/configuration/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.
  </Accordion>

  <Accordion title="Voice calls are not connecting">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Customer emails are not appearing in my dashboard">
    <Steps>
      <Step title="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**.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Widget is overlapping other page elements">
    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**.

    <Note>
      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.
    </Note>
  </Accordion>

  <Accordion title="I need to disconnect and reconnect my store">
    **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.

    <Note>
      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.
    </Note>
  </Accordion>

  <Accordion title="The AI is not creating tickets when it should">
    Go to [Agent Settings](/docs/configuration/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.

    <Tip>
      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.
    </Tip>
  </Accordion>
</AccordionGroup>

## 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.

<CardGroup cols={2}>
  <Card title="Chat with us" icon="message-square">
    Open the Egentify dashboard and use the support chat at the bottom right.
  </Card>

  <Card title="Email support" icon="mail">
    Email us at [support@egentify.com](mailto:support@egentify.com) — we typically reply within 1 business day.
  </Card>
</CardGroup>