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Use this checklist when something is not working as expected.

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The chatbot does not appear on the website

  1. Confirm Chatbot Status is On.
  2. Check Settings → Visibility for page rules.
  3. Verify the WordPress Widget ID or website embed script.
  4. Confirm the website permits the Lobbychat script domain.
  5. Check that the chatbot has completed initial training.
  6. Test another page and clear website cache where applicable.

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The chatbot gives outdated or incorrect answers

  1. Check the relevant Knowledge Base source.
  2. Update outdated website content, uploaded files, System Prompt, or Selling Points.
  3. Remove superseded sources where needed.
  4. Save the changes.
  5. Select Retrain Chatbot.
  6. Wait for the success confirmation and test the original question again.
All four Knowledge Base areas require retraining after updates: System Prompt, Selling Points, File, and Website.

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Daily chat emails are not arriving

Verify the recipients, saved email schedule, timezone, and spam folder. Select Send Test Email Now after saving. Remember the test covers yesterday’s chats in the configured timezone.

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Handoff alerts are not arriving

Check that handoff alerts are enabled, that alert recipients are saved separately from daily report recipients, and that a genuine handoff request was triggered during testing.

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Guest enquiries reach the wrong team

Review Settings → Email Form, the Send enquiries to address for each request type, and the fallback address. Save and send a controlled test enquiry.

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Cannot sign in

Check the registered email, request a new verification code, and use Support if the problem persists.

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Need more help?

Open Support in your Lobbychat dashboard and describe the issue, affected page or feature, and the steps already tested. Do not send passwords or sensitive guest information.
Last modified on October 22, 2026