DoxyChat
Doxy Chat

Frequently Asked Questions

Answers to the most common questions about DoxyChat.

This article is available in: Français

Troubleshooting and Frequently Asked Questions (FAQ)

Find quick solutions to the most common problems encountered when using DoxyChat.

Introduction

Are you experiencing difficulties? Don’t panic. Most technical issues have a simple solution. This section compiles answers to frequently asked questions, organized by topic.

Why is my document marked with an “Error” status (Red)?

If a file import fails, it usually stems from one of the following causes:

  • Password protection: The AI cannot read encrypted or protected PDFs. Remove the protection and try again.
  • Corrupted file: The file may be damaged. Try opening it on your computer to verify, then save it again (under a new name) before re-importing.
  • Unsupported format: Verify that you’re sending PDF, DOCX, TXT, or MD files. Image files (JPG, PNG) containing text are not read (unless converted to PDF with OCR beforehand).
  • Encoding issue: For .csv or .txt files, ensure they are encoded in UTF-8. Older encodings (like ISO-8859-1) can cause reading errors.

Why doesn’t the Web Crawler find all my pages?

  • Anti-Robot Blocking: Some sites (like those protected by aggressive Cloudflare) block indexing robots.
  • JavaScript Site (SPA): If your site is a complex application (React, Angular) where content only appears after loading, the robot may struggle to read it.
  • Solution: In these cases, try importing your sitemap (sitemap.xml) directly, or print your key pages to PDF to import them manually.

2. Response Quality (Artificial Intelligence)

The chatbot responds “I don’t know” even though the info is in my documents.

This is a safety measure to prevent the AI from inventing facts. Here’s how to correct it:

  1. Check the document: Is the information clearly stated? If it’s buried in a complex table or image, the AI may have missed it.
  2. Adjust the Temperature: If your temperature is at 0.0 (Strict), the chatbot takes no risks. Raise it slightly to 0.2 or 0.3 in the Intelligence tab.
  3. Rephrase the source: Sometimes, adding a simple sentence to a text file (e.g., “Our hours are 9am-6pm”) helps the AI make the connection.

The chatbot invents information (Hallucinations).

This happens if the Temperature is too high (close to 1.0).

  • Solution: Go to the Intelligence tab and lower the temperature to 0.0 or 0.1. This forces the robot to stick strictly to your documents.

It responds in the wrong language.

Check the Language setting in the Intelligence tab.

  • If you’ve forced “French,” it will always respond in French, even to a question in English.
  • Reset the setting to Auto-detection so it adapts to the user.

3. Integration and Widget

The widget doesn’t display on my site.

This is the most common problem, often related to security.

  1. Check the Whitelist: Go to the Security tab. Have you added your site’s exact address (e.g., https://mysite.com)? Without this, the widget is blocked for security reasons.
  2. Clear your cache: Sometimes your browser keeps an old version of your site in memory. Test in private browsing mode.
  3. Script conflict: Open your browser console (F12 key > Console). If you see red errors related to DoxyChat, there may be a conflict with another plugin on your site.

The widget hides an important element of my site on mobile.

The chat button can sometimes overlap an “Order” button or menu on small screens.

  • Solution: Go to the Appearance tab and increase the Bottom Margin (Y Axis) (for example to 80px or 100px) to raise the bubble.

4. Quotas and Billing

What exactly happens if I reach my message quota?

We use a “Circuit Breaker” system to protect the system:

  1. The chatbot stops responding to questions (to avoid generating extra costs).
  2. It automatically switches to Degraded Mode:
    • If you’ve activated Lead Generation, the chatbot directly displays the contact form: “I’m temporarily unavailable, leave us a message.”
    • Otherwise, it displays a standard error message.
  3. Solution: You must upgrade to the higher plan to immediately unlock the situation, or wait until the 1st of the following month for the reset.

I can no longer add documents.

You’ve reached the Hard Limit of storage for your plan.

  • Either delete old documents (via bulk deletion).
  • Or upgrade to the higher plan.

5. Account and Access

I forgot my password.

On the login page, click the “Forgot password?” link. Enter your email. You’ll receive a magic link to create a new one.

  • Note: Check your spam folder if the email doesn’t arrive within 2 minutes.

I want to change the billing email.

Invoices are sent to the main account email. However, you can add specific information (VAT, company address) directly from the Customer Portal accessible in the Subscription tab.