Before you start
Record the affected page, the exact action and the error wording. Remove private customer details and secrets from any screenshot you share.
Verification scope: These are diagnostic checks based on inspected controls, not a promise of an automatic repair. Product imports, website crawls and inventory sync controls were not verified.
Step 1
The agent cannot find a product or gives a wrong recommendation
Likely causes: missing model information, unclear requirements, conflicting specifications or the wrong active agent. Check the exact model in your approved source, including units, capacity and any applicability limits.
Fix: correct the approved source, confirm it is available to the intended agent, then test one known product and one requirement-based recommendation in Playground. Include a no-suitable-product case: the agent should explain the gap rather than invent a match. Contact support if the source is correct and the same reproducible failure remains.
Step 2
An uploaded document is not being used
Likely causes: processing has not finished, extraction missed important text, the source is attached to another agent or the question depends on information not in the document. Search for the source and inspect Preview; compare the extracted passage with the original.
Fix: resolve any processing error, prepare readable approved text if extraction is poor, and repeat a question with an explicit answer in that source. Avoid repeatedly uploading duplicate copies. If the error persists, provide the source title, time and sanitised error wording to support.
Step 3
The agent answers outside approved knowledge
Likely causes: broad instructions or an approved source that contains an unintended claim. Review Knowledge domain limitation and Topics the AI should not answer directly under Agent Setup → AI Rules.
Fix: clarify the scope and add a safe handover response for unconfirmed facts. Test the original question and a new out-of-scope question. Escalate a reproducible failure with the expected boundary and observed response; do not send confidential source material unless support requests it through an approved channel.
Step 4
The agent does not appear on the website
Likely causes: the snippet was not published on that page, an incomplete customer URL was used, or the website blocks the embed. First open the complete Customer chat link supplied by Playground.
Fix: if the link works but the website does not, ask the website owner to check the installed snippet and destination page against Install help. Do not change unrelated site settings. If the direct link also fails, send support the public page address and error wording, without private query parameters or access tokens.
Step 5
Product import, inventory or webstore updates do not appear
First distinguish a catalogue item from a Knowledge Base document. Uploading a PDF as knowledge does not prove that product listings were created or inventory was synchronised. Confirm which system owns the product record and when it was last updated.
Only follow an import or sync procedure provided by your actual administration interface. The live controls remain unverified in these guides. Contact support with the source type, model identifier and affected page if the method is unavailable or a confirmed update does not arrive; do not assume a website URL will be crawled automatically.
Step 6
Login, payment or credit state is unclear
For login, confirm the intended sign-in page and work email, and use only the recovery option provided by that screen. Never share passwords or verification codes. For payment, check Payment History before trying again; for usage, compare the account’s displayed explanation and accepted terms.
If you remain blocked, email help@antbuildz.ai with the affected page, time, what you expected, what happened and a sanitised screenshot. Include a payment reference if relevant, but never a full card number, CVC, password or authentication code.
Completion checklist
- You have reproduced the symptom and checked the relevant source or account state.
- Any support request includes useful diagnostic context without secrets.
Common questions
What should I include when asking for help?
Provide the affected page, approximate time, steps to reproduce, expected result, actual result and a sanitised screenshot. Add a source or transaction reference when relevant, but do not include customer data, card details, credentials or verification codes.