Documentation

Troubleshooting Guide

Use this playbook to resolve the most common issues teams run into while using Chatobserver.

Prompts not running

Symptoms: Status stuck on pending or queued, next run timestamp in the past.

  1. Check credit balance – A credit hold pauses automation. Look for the red banner on the Overview tab or visit Settings → Plan & usage.
  2. Confirm schedule – Manual prompts never run automatically. Switch to an automated cadence or trigger a manual run from the table.
  3. Refresh platform access – Make sure any AI-platform credentials you use are up to date, then retry the run.

Runs failing

Symptoms: Runs tab shows failed, error badge appears in the drawer.

  1. Open the run details drawer and copy the error message. Common causes:
    • AI platform rejected the request (rate limits, content policy)
    • An authentication token used to collect answers expired
    • The prompt was deleted mid-run
  2. Fix the root issue and click Retry run. Retries create a new run with the same configuration.
  3. If retries continue failing, email support with the run ID and copy of the error message.

Analytics snippet not verifying

Symptoms: Overview tab shows “Script not detected” or “Verification blocked.”

  1. Confirm the snippet is present in your site’s <head> and includes the correct data-project-id.
  2. Publish to production and wait a few minutes. Cached CDNs may delay the first detection.
  3. Fire a manual verification from the card. If the site blocks bots, choose the “mark as installed” option after visually confirming the script is live.

AI referrals showing zero data

Symptoms: AI Referrals tab empty despite verification success.

  1. Visit your site from an AI assistant (copy the answer URL into a new tab) and confirm the snippet fires using the browser console (look for network calls to cdn.chatobserver.com).
  2. Ensure the landing page lives on a domain added under Company → Domains.
  3. Check the selected window and platform filters. Switch to 30 days and “All platforms” for a broader view.

Missing sources or citations

Symptoms: Sources tab empty or missing expected domains.

  1. Verify the prompts actually ran and completed analysis in the selected window.
  2. Reduce the domain limit filter—setting it too low can hide long-tail domains.
  3. If raw answers include citations but the tab stays empty, copy the run ID and contact support; the analysis job may have failed to normalize a new format.

Invite emails not arriving

Symptoms: Teammates report no invite email, status shows “Pending.”

  1. Ask the teammate to check spam. Invites are sent from notifications@chatobserver.com.
  2. Resend the invite from Settings → People.
  3. Still missing? Delete the invite and add the user again. If your organization blocks external emails, share the direct invite link manually.

API key rejected

Symptoms: External API requests return 401/403 errors.

  1. Verify the key hasn’t been revoked in Settings → API.
  2. If a teammate rotated the key, update your secrets manager with the new value.
  3. Confirm the request includes the key as a Bearer token and uses the https://app.chatobserver.com/api/external/v1 base URL.

When to contact support

  • Persistent failures after retrying runs
  • Credit holds that remain after upgrading or adding top-ups
  • Analytics snippet verification showing “blocked” for more than 24 hours
  • Suspected data integrity issues (missing runs, duplicate sources)

Email support@chatobserver.com with your workspace ID, relevant prompt/run IDs, and timestamps. Screenshots or copied error messages speed up triage.