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>)
Open browser DevTools → Console — look for widget.js errors
Confirm data-chatbot-id matches the ID on your dashboard’s install card
Check you didn’t accidentally put the snippet in a partial that doesn’t load on every page (e.g. a logged-in-only header)
Try the Verify installation button in the dashboard — green dot = traffic seen
Check for ad blockers or strict CSP headers blocking app.tenloai.com

”The bot is answering questions wrong”

Open the conversation in the dashboard. Note the confidence score.
If confidence is high (over 0.7) and the answer is wrong, check your FAQ content — likely two FAQs are contradicting each other.
If confidence is medium (0.5–0.7) and the answer is generic, raise your threshold to 0.65 or 0.70 to force handoff in those cases.
If the bot keeps citing an old answer after you edited the FAQ, refresh the dashboard and re-edit through the UI — direct database edits don’t sync the search index.

”The bot is handing off too often”

Check your confidence threshold — try lowering from 0.60 to 0.55
Look at the questions visitors are asking (Conversations tab) — write FAQs for the patterns you see
Consider adding paraphrase FAQs (multiple FAQs covering the same topic with different wording)

“The bot is handing off too rarely (and giving bad answers)”

Raise your confidence threshold to 0.65 or 0.70
Add more FAQs to cover edge cases
Review unresolved conversations and identify topics that need more depth

”I’m not getting handoff emails”

Check Settings → Support Chatbot → Handoff Rules → Handoff notification email is set and correctly spelled
Check spam/junk folder for emails from alerts@tenloai.com
Add alerts@tenloai.com to your safe-senders list
Verify a test handoff: use the Test Chat Sandbox, ask something the bot can’t answer, fill in the handoff form
If using Slack/Teams notifications: send a test ping from Settings → Notifications

”Scanned PDF was only partially ingested”

If your scanned PDF is more than 50 pages, the first 50 are OCR’d and the rest are skipped — the document card shows a notice with the skipped count. Workarounds:

Split the PDF into 50-page-or-smaller chunks (Adobe Acrobat → Organize Pages → Split) and upload each separately
If only specific sections matter, export those sections as a smaller PDF and re-upload

”Scanned PDF ingestion failed entirely”

Rare, but it can happen if the OCR provider returns an auth/quota error or the PDF is so degraded that no readable text comes back. Workarounds:

Re-try after a few minutes (transient errors auto-retry, but persistent ones surface as a fail)
Convert to text yourself using Adobe Acrobat’s OCR tool, then re-upload as text-PDF
Copy the content into a .docx or .md file and upload that instead

”Document ingestion failed with ‘unsupported format’”

You probably uploaded a .doc (legacy Word format). Convert to .docx and re-upload. The legacy binary format was deprecated in 2007 and Tenlo doesn’t parse it.

”Sitemap crawl says ‘we couldn’t find a sitemap’”

Tenlo probes /sitemap.xml and /robots.txt from the host of the URL you pasted. About 30% of sites — particularly hand-built marketing sites — don’t expose a sitemap. Workarounds:

Try a known docs/help-centre URL on the same domain (those sites usually do have sitemaps)
Fall back to single-URL ingestion for the pages that matter most
If you control the site, add a /sitemap.xml (most CMSes generate one with a single setting)

“URL ingestion got the wrong content”

The URL extractor uses Mozilla Readability, which targets the main content of a page. If your page is a single-page app or has unusual markup, the extracted content may be wrong. Workarounds:

Use a “print” or “article” version of the page if available
Save the page as a PDF and upload that
Manually copy the content into FAQs

”The bot won’t load on a customer’s site (CORS error)”

The widget is designed to work cross-origin via a same-origin iframe. If you’re seeing CORS errors:

Check that app.tenloai.com is reachable from the customer’s network (some corporate firewalls block unknown domains)
Check Content-Security-Policy headers on the customer site — they may need to allow frame-src https://app.tenloai.com
Email support with the failing URL and Tenlo will diagnose

Anything else

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