Account

Troubleshooting

Most issues fall into one of a handful of buckets. Start with the matching symptom below. If nothing helps, email support@quincer.com with the URL where the widget lives and a screenshot of the browser console.

Widget isn't showing on my site

1. Is the script tag actually on the page? View page source and search for chatbot-widget.js. If it's absent, the snippet didn't paste cleanly — re-paste from Widget → Deploy.
2. Is the API key present? The window.ChatWidgetConfig.apiKey value should start with cw_live_.
3. Check the browser console. Errors from chatbot-widget.js usually name the problem (bad key, CORS, config fetch failed).
4. Cache-Control. The widget file is cached at the CDN for 5 minutes. If you just rotated keys, wait a few minutes or hard-refresh.

“CORS policy: no Access-Control-Allow-Origin”

This almost always means the domain you're loading the widget on doesn't match what Quincer AI has on record for the widget. Open Customize → Appearance and check the domains block. In the panel below, Deployed domain is the primary origin Quincer auto-captured the first time your widget loaded (the green dot means it’s live) — if the site you’re debugging on isn’t this one, add it under Additional domains: type the host into the “e.g. mystore.myshopify.com” box and press Add (it strips https:// and www. for you), so a Shopify store, a staging site, or a second domain can all serve the same widget.

Wildcards are supported: *.my-store.com matches any subdomain. Leaving the list empty allows any domain (not recommended for production keys).

“401 Unauthorized” in the console

1. Confirm the key in your snippet matches an active key under Widget → Deploy → API Keys.
2. If you deleted a key, any site using it will stop working immediately. Generate a new one and re-paste the snippet.
3. Widget keys (cw_live_) and API keys (qn_live_) are not interchangeable. The widget only accepts cw_live_.

Shopify: Theme Editor opens but Quincer Chat block isn't listed

1. Make sure the Quincer Chat app is actually installed. Shopify Admin → Apps → look for Quincer Chat.
2. If it's there, reload the theme editor and look for the block under App embeds (not under Add section).
3. If you're using a legacy (vintage) theme, app embeds aren't supported — use the manual script-tag install against theme.liquid instead.

Widget appears, but conversations don't arrive in the dashboard

Almost always a key mismatch: the widget is pointing at a different workspace than the dashboard you're viewing. Verify the first 10 characters of the API key on both sides match.

Meetings aren't being booked

1. Is a calendar connected? Open Integrations. If Calendly / Google Calendar / Microsoft 365 all show Disconnected, the agent has no way to offer times.
2. Is the BANT threshold right? A Hot score of 70 is a high bar — try setting it to 60 for the first week and observe.
3. Is a Calendly event type picked? Under Integrations → Calendly → Settings, make sure a default event type is selected per persona.
4. Rep on OOO? If the routed rep is outside business hours or on OOO, Quincer AI skips them. Add a fallback teammate to the territory.

HubSpot contacts aren't syncing

1. Integrations → HubSpot → Test. If the test fails, click Reconnect to refresh the OAuth token.
2. Check HubSpot's audit log for permission errors — if Quincer AI's scopes were reduced, some tools will fail silently.
3. Check Integrations → HubSpot → Logs in Quincer AI for the exact API error.

Knowledge base says wrong things

1. Open Knowledge → Chunks and search for the visitor's question. Look at the top-ranked chunks.
2. If the right content isn't being retrieved, add a matching Q&A pair with the phrasing the visitor actually used.
3. If wrong content is ranked high, delete or disable that source — it's likely outdated.
4. See the Knowledge base guide.

Agent gives off-brand answers

Tighten the persona's Role and Tone fields. Be specific (“never use the word ‘leverage’”) instead of generic (“be professional”). Add high-risk topics to the Boundaries list so the agent escalates instead of improvising.

Email follow-ups aren't sending

1. Connect a mailbox. Follow-up emails to visitors are sent only from a connected Gmail or Microsoft 365 mailbox (Integrations tab). With no mailbox connected, no follow-up is sent at all — Quincer never emails a visitor from its own address (they couldn't reply to it).
2. Confirm Customize → Email Configuration → Follow-up emails is set to Auto (not Review, which only drafts for your approval).
3. Check your mailbox's Sent folder — if the send succeeded, the email is with the visitor and may be in spam.

The Email Configuration tab is where all of this lives. At the top a banner tells you whether a mailbox is connected for this brand (integrations are per brand — a green “sent from” line when one is, an amber warning linking to Integrations when none is). Lower down, the Follow-up emails card holds the one control that matters here — Email follow-up mode. In the panel below it’s set to Review, which only drafts for your approval; switch it to Auto — Agent sends emails immediately to have follow-ups go out on their own. Auto is greyed out until you’re on the Scale plan or have the email follow-up add-on.

Dashboard looks broken / stuck on loading

1. Hard refresh (Cmd+Shift+R or Ctrl+F5).
2. Sign out and back in.
3. Check status.quincer.com for ongoing incidents.

Still stuck?

Email support@quincer.com with:

• The URL where the widget is installed.
• A screenshot of your browser console (Chrome: View → Developer → Developer Tools → Console).
• The conversation ID if the issue is inside a specific chat (in the URL when you open a conversation).
• A description of what you expected vs. what happened.