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Troubleshooting

Troubleshooting

The most common issues people hit with Gabbex and how to fix them.

A short list of the issues that come up most often, with the fix that almost always works.

The widget is not showing on my site

  1. Check the snippet is on the page. Right-click your live site and choose “View source”. Search for gabbex. If the snippet is not there, it has not been added to your template.
  2. Check the domain is allowed. Open the assistant’s Deploy → Allowed domains and make sure the exact domain you are visiting is in the list. Add www.example.com and example.com separately if both are used.
  3. Check the browser console. Open dev tools and look for errors. A 403 from gabbex.com usually means the domain is not allowed.
  4. Try an incognito window. A browser extension may be blocking the widget. Incognito with extensions disabled is the cleanest test.

The assistant is giving wrong or vague answers

  1. Add a Q&A entry for the exact question. Q&A overrides everything else and is the fastest fix.
  2. Re-crawl your website source if the underlying page has been updated since you connected it.
  3. Re-sync your Notion source for the same reason.
  4. Remove stale sources. A retired PDF can pollute the answers. Delete it.
  5. Tighten your custom instructions. If the assistant is wandering, add a short rule under General → Custom instructions.

The assistant says “I do not know” too often

  1. Check coverage. Open the Conversations tab and look for the questions where it gave up. Are those topics in your sources at all?
  2. Add more sources. A website crawl plus 10–20 Q&A entries is the starting point most teams need.
  3. Lower the escalation sensitivity. If escalation is set very high, the assistant escalates instead of trying to answer. Move it to medium.

Lead capture is not firing

  1. Check the tool is enabled. Tools → Lead capture should be on.
  2. Check sensitivity. If it is on low, the assistant only asks when explicitly requested. Try medium or high.
  3. Check the fields. At least one field must be enabled.
  4. Test in the Chat tab. Ask “how much does this cost” or “can someone help me”. The assistant should ask for your details.

Escalations are not arriving by email

  1. Check the operator email list on the escalation tool. Make sure your address is there.
  2. Check spam. The first email from a new sender often lands in spam.
  3. Check email notifications are enabled for the assistant in General. They are on by default but can be turned off.
  4. Check the notification bell in the dashboard. If escalations show there but the email is missing, the issue is on the email side, not the assistant.

Shopify channel is not finding products

  1. Check the product is published to the Online Store sales channel in Shopify. Unpublished products are invisible.
  2. Reconnect the channel. Sometimes the OAuth token needs a refresh.
  3. Check permissions. Gabbex needs read access to products. If you skipped it during install, reinstall.

A source finished crawling but indexed the wrong pages

  1. Use a more specific starting URL. Instead of the homepage, start the crawl from the section you actually want.
  2. Add exclusion patterns to skip the URLs you do not want.
  3. Add Q&A overrides for the most important questions so the bad pages cannot drag the answer down.

I cannot upload a new file or add a new source

  1. Check Usage. You may be at the knowledge limit for your plan.
  2. Delete sources you no longer need. Stale PDFs and old website crawls add up.
  3. Upgrade your plan if you genuinely need the extra capacity.

A teammate cannot access an assistant

  1. Check they are in the workspace. Open Workspace in the sidebar — they should appear in the member list.
  2. Check their role. Viewers can see but not edit. Members and admins can edit.
  3. Check they have accepted the invite. Pending invites do not count as members.

My subscription was charged but features are still locked

  1. Refresh the page. The dashboard usually picks up the new plan within a few seconds, but a hard refresh helps.
  2. Check Subscription in the sidebar. The current plan should match what you bought.
  3. If it still does not match, contact support with the invoice number from your email and we will look into it.

I still cannot figure it out

Email support@gabbex.com with:

  • Your workspace name.
  • The assistant name.
  • A short description of what you tried.
  • Screenshots if relevant.

We get back fast.