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Most issues with My AskAI fall into a small number of predictable categories. This page collects the most common problems our users encounter, along with the fastest path to a fix. Work through the relevant section below before contacting support — the vast majority of issues can be resolved without assistance.
If you’ve exhausted the steps below and are still stuck, reach out via the chat widget in the My AskAI dashboard and ask to “Talk to a person.” The more detail you can provide — your account email, the exact question asked, the expected response, and which content was uploaded — the faster the team can investigate.
If the My AskAI chat bubble doesn’t appear after you’ve added the script, work through these checks in order.1. Verify the script tag is placed correctlyThe installation snippet must be added before the closing </body> tag on every page where you want the widget to appear. If you’re using a CMS like WordPress or Shopify, use the dedicated plugin or theme footer section rather than inserting HTML manually.2. Check for Content Security Policy (CSP) headersMany enterprise sites and CDNs set strict CSP headers that block third-party scripts from loading. Check your browser’s developer console (F12 → Console) for errors like Refused to load script or Refused to connect. If you see these, add the following to your CSP:
script-src 'self' https://myaskai.com;
connect-src 'self' https://api.myaskai.com;
3. Confirm the agent is in Public modePrivate (Internal) mode prevents the widget from showing to external visitors. Go to your dashboard and check that the agent’s visibility is set to Public or Public + Private under AI Agent Setup → Settings.4. Clear cache and hard-reloadBrowser caches and CDN edge caches can serve old versions of your page. Clear your browser cache with Ctrl+Shift+R (Cmd+Shift+R on Mac) and check the page again.If none of these steps resolve the issue, message support with your site URL and a screenshot of your browser console.
My AskAI is designed for quality as well as speed, which means every answer goes through multiple quality-assurance steps before being returned. A single question can pass through 10 or more internal processes before a response is generated.Factors that affect response time:
  • Very long or detailed answers take longer to generate than short answers
  • Complex questions requiring multiple knowledge sources take longer than simple factual lookups
  • Current LLM API response times from providers (OpenAI, etc.) influence overall latency
What you can do:
  • Most channels display a loading indicator while the agent is thinking (e.g. an animated ”…” in Zendesk Messaging, or a “just thinking…” message in Intercom, HubSpot, Freshchat, and Gorgias). These reduce perceived wait times significantly. These messages can be turned off from your channel settings if preferred.
  • Ensure your content is well-structured and concise — cleaner sources can lead to faster, more direct answers
  • Response speeds improve with every generation of LLM model, so if times aren’t acceptable today, check again in a month or two
Response speed is a known industry-wide challenge for high-quality AI answers. My AskAI continuously benchmarks and upgrades to the latest models to balance quality with speed.
If your agent consistently responds with “I don’t know” or a generic response to questions you expect it to answer, the most likely causes are:1. The content isn’t in the knowledge baseNavigate to Knowledge → Content in your dashboard and confirm the article, page, or document that should answer the question is listed and shows a status of “Indexed” (not “Pending” or “Error”).2. The content is too vagueEven if the content exists, the agent will struggle if the relevant information is buried, implied, or described in very general terms. Open the source document and ask yourself: “Could a human read just this passage and confidently answer the question?” If not, add more specific detail.3. The question is out of scope by designMy AskAI agents are optimised for customer support and knowledge-base questions. They are explicitly not designed for document comparison, data analysis, scheduling, or extended personal conversation. For questions outside your configured scope, consider adding a Guidance rule to redirect users gracefully.4. The question was answered before but no longer isMy AskAI occasionally updates its underlying models and processing pipelines to improve overall answer quality. If a question that previously worked no longer does, it is usually temporary. Monitor the situation over a few days; if it persists, contact support with specific examples.
Why would a website fail to be added?The most common reasons are:
  • Password protection — the page requires a login and our crawler cannot access it
  • Bot blocking / anti-scraping technology — a firewall, Cloudflare “bot fight mode,” or a robots.txt Disallow rule is preventing the crawler
What to try:
  1. Open the URL directly in your browser in an incognito/private window — if you see a login page or CAPTCHA, that’s the blocker
  2. Check your robots.txt file (e.g. https://yoursite.com/robots.txt) and ensure it doesn’t disallow User-agent: *
  3. If you use Cloudflare, temporarily disable “Bot Fight Mode” or add My AskAI’s crawler to your allowlist
Stuck on “Training” for more than 24 hours?If the status has not moved beyond “Training” after 24 hours, contact support via chat — the team can manually trigger re-indexing or investigate crawler-specific issues for your domain.
Why does the connection fail?For native live-chat integrations (Zendesk, Intercom, HubSpot, Freshdesk, Gorgias), the most frequent cause of connection failures is an OAuth authorization error or an insufficient scope on the API token used.Steps to investigate:
  1. Go to Connections → Authorizations in your dashboard and check the status of the relevant integration. A red or “Expired” status indicates the OAuth token has been revoked or expired.
  2. Disconnect and reconnect the integration. During reconnection, ensure the account you authorise with has Admin permissions on the live chat platform — read-only or agent-level accounts lack the required scopes.
  3. If you see an error like “Invalid scope,” check whether the connected account has the necessary API permissions enabled in the third-party platform’s settings.
For non-native live chat tools (platforms other than Zendesk, Intercom, and HubSpot), the human-handover integration works differently: My AskAI hides the existing chat widget and shows it again when the user requests a human. No credentials are required for this mode.
Generic answers usually mean the agent retrieved content that was too broad, or didn’t find any strongly matching content at all.Improve your content quality:
  • Replace vague descriptions with specific, factual statements
  • Use the same language and phrasing your customers use in support tickets
  • Break long articles into focused, single-topic pages — shorter, targeted content is easier for the agent to retrieve accurately
Add Custom Answers for high-frequency questions: Navigate to Improve → Custom Answers and add trigger phrases along with the exact response the agent should give. Custom Answers override the retrieval process entirely, guaranteeing a precise reply for known questions.Use Guidance to improve overall tone and specificity: Go to Improve → Guidance and add standing instructions such as “Always provide step-by-step instructions when explaining how to complete a task” or “Refer users to the relevant documentation link when answering how-to questions.”
This error message typically has one of two causes:1. Mode mismatchIf you uploaded files or connected a private data source (e.g. a Google Doc via Connections), that content is Private by default. The widget in Public mode cannot access Private content. Go to AI Agent Setup → Settings and change the visibility to Public + Private to allow the agent to use both content types.2. No content in the knowledge baseIf the agent has no knowledge at all, it cannot answer anything. Navigate to Knowledge → Content and confirm that at least one content source is indexed.3. Transient service issueOccasionally a temporary issue on My AskAI’s infrastructure can cause this error. Refresh the page and try again. You can check current service status at my-askai.instatus.com. If the error persists for more than a few minutes, contact support.

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