Troubleshooting.

The most common symptoms, with the fixes that resolve them on the first try.

”I installed the embed but the bubble isn’t showing”

Check the script tag is before </body> (not in <head>)
Check browser DevTools → Console for chat-widget.js errors
Confirm data-business-id matches the ID on your dashboard’s Embed your widget card
Confirm CSP allows script-src and connect-src to app.tenloai.com
Try a hard reload (Ctrl+Shift+R) — your CDN may have cached an old page

Check Qualifying questions — make sure they’re things you’d actually ask
Check ICP — too vague ICP → too generic conversations
Check Tone description — overly formal or weird tone affects question framing
Open a recent transcript and read what the bot actually said

Tighten or expand your ICP. If your real customers don’t match the ICP you wrote, the bot will mark them all low-fit.
Check whether ICP is actually set. Empty ICP = scoring against qualifying questions only = weaker.
Lower your booking threshold from 60 to 50 or 55 to see if the issue is threshold rather than scoring.

Verify Calendly is connected (Settings → Sales Assistant → Widget configuration → Connected badge)
Verify event type is selected from the dropdown
Check the lead’s score — is it actually above your threshold?
Check the conversation transcript — did the bot capture both name AND email? Booking won’t fire without both.
Check Calendly availability — if you have no slots in the next 7 days, the bot won’t push the link

Check Recent Leads first — if the lead is there, it’s a sync issue; if it’s not, it’s a capture issue (open the transcript and confirm the bot captured both name and email).
For a sync issue, the HubSpot card in Settings → Integrations now shows a banner when the connection needs attention: Reconnect if the token expired or was revoked, or Re-authorize (naming the exact permission) if a scope is missing. Click it and syncing resumes — no manual disconnect/reconnect dance. A transient provider hiccup shows a quiet “we’ll retry” notice instead, so you’re not sent to reconnect needlessly.

KB edits should sync immediately. If you edit via the dashboard and the bot still says the old answer, re-edit (any small change) and re-save.
If you imported a document and the content is wrong, delete and re-ingest after updating the source.
Direct database edits don’t sync the search index — always edit through the dashboard.

Scanned/image PDFs are now read automatically via OCR. If a scanned PDF still fails, re-scan at higher resolution or copy the text into a .docx.
“.doc legacy format not supported” → Convert to .docx
“Failed to fetch URL” → Page is bot-blocked or behind authentication; copy content into a Word doc instead
“Document is empty” → Page is JavaScript-rendered; save as PDF and upload that

Each browser session is one lead. Same person reloading the page = new session = potentially new lead with same email.
The system de-dups by session, not by email. CRM-level dedup is up to your CRM’s rules.

hello@tenloai.com — Mon–Fri 9am–5pm EST, 1 business day response.