Troubleshooting

The widget

“I can’t see the button on my store.” Why it happens: the theme toggle is off or wasn’t saved, no channel is connected, or there’s an appearance delay. What to do: in Overview check Widget block. If it says Not added, follow Turn on the widget in your theme. Then in Widget check that WhatsApp or Telegram is on with a number or username, and the value of Appearance delay under Advanced options.

“I see the button in the theme editor but not on my store.” Why it happens: the editor shows the widget even when it isn’t active for visitors yet. What to do: press Save in the theme editor, then check the live store in a normal browser window.

“The button opens WhatsApp, but I wanted the chatbot.” Why it happens: the Action on click is WhatsApp, the chatbot is off, your plan doesn’t include it, or you’ve reached this month’s limit. What to do: open AI Chatbot and read the box at the top: it tells you which case it is and takes you to the right page.

“I see two buttons, one above the other.” Why it happens: you turned on WhatsApp and Telegram with the Official channel logo (default) icon. What to do: that’s expected, one per channel. If you’d rather have a single button, choose Contact channels under Action on click: the button opens a menu with both channels.

“I saved, but the store still shows the old settings.” Why it happens: you saw the message “Settings saved, but syncing with the theme failed.”. What to do: press Save again in a few minutes.

The AI chatbot

“The chatbot says it doesn’t know something that’s written on my store.” Why it happens: the content is in a blog post (not read), the product isn’t active, or the catalogue reading isn’t finished. What to do: in AI Chatbot check that Catalog indexing says Synced. For everything else add an entry in Knowledge Base.

“The chat says the assistant can’t take new questions.” Why it happens: the daily conversation limit, the per-conversation message limit or the single-connection limit has been reached. What to do: wait until the next day; meanwhile the visitor sees your WhatsApp or Telegram channels. The exact numbers are in Plans and billing.

“I don’t receive lead emails.” Why it happens: the Merchant email is wrong, the email went to spam or collection is off. What to do: in Settings press Send test email. In AI Chatbot check that Collect email when the bot doesn’t know the answer is on.

Plans and billing

“I changed plan but the app hasn’t noticed.” What to do: open the Plans page and reload it after a few seconds.

“The button says Switch to Grow instead of Try Grow.” Why it happens: the 7-day free trial has already been used on this store. What to do: nothing, that’s correct: the plan is paid from day one.

Error messages

Some messages under the fields are always written in Italian, whatever the app language. Here is what they mean:

• “Numero non valido (formato E.164, senza +).” (invalid number): type the WhatsApp number in digits only, country code included.
• “Username Telegram non valido.” (invalid Telegram username): 5 to 32 characters, letters, numbers and _.
• “Colore non valido (formato #RRGGBB).” (invalid colour): type the colour like #2C6ECB.
• “Email obbligatoria.” or “Email non valida.” (email required / invalid email): type a complete email address.

Write to support

If the problem persists, write to info@ifgecommerce.com, or use Support › Open help in the app. In your message include:

1. your store address ending in .myshopify.com;
2. the app page where it happens (for example Widget);
3. what you did, what you expected and what happened;
4. the exact text of any error message.

More details in Support.

Next step

Glossary