ReferenceTroubleshooting
Reference
Troubleshooting
Most problems show up as a message, either to you in Studio or to a shopper in the chat. Find the message, then the fix.
The widget doesn't show on my store
- On Shopify: open the Theme Editor, check that Saytu is switched on under App embeds, and save. Then open your storefront once. Home shows the embed as detected after that first visit.
- On another website: check that the embed code is on every page, before the closing
</body>tag, and that you published the site. Then use Check live signal, described on Install. - Only on some pages: check Widget › Placement. The widget can be limited to desktop or mobile, and hidden on pages you list.
Shoppers see "The assistant is taking a short break"
Your plan's AI replies for this month are used up, so the character pauses. In the Shopify app, Home shows a red banner that says Storefront assistant is paused. Upgrade to resume now, or wait for the new month: usage resets on the 1st of each month (UTC).
The character stopped talking but still replies
Your plan's voice minutes for this month are used up. In the Shopify app, Home shows Voice paused for this month. Replies carry on in text, and voice comes back next month or on a higher plan.
The AI can't see my products
Shopify access has expired or is missing a permission. In Knowledge, choose Reconnect Shopify and approve access again.
A shopper can't find their order
Order status is Shopify only. The shopper sends their order number and the email on the order in one message. If the two don't match, the character says it couldn't find the order, and asks them to check both or contact the store.
Shoppers see a microphone message
| Message | What it means |
|---|---|
| Microphone is blocked | The browser has blocked the mic for your site. The shopper allows it in the browser's site settings. |
| No microphone found | The device has no mic connected. |
| Microphone is already in use by another app | Another app, such as a video call, is holding the mic. |
| Couldn't hear anything | Nothing was recorded. The shopper tries again, a little closer to the mic. |
Typing always works when voice doesn't.
I can't add another FAQ
You've reached your plan's FAQ limit. Remove one you no longer need, or move to a plan with more.
Still stuck
Book a demo and we'll look at your store with you, or email founders@saytu.ai.