Swaru

Help

Troubleshooting

What to check when the chat won't answer, email doesn't arrive, a reply won't send, or DNS won't verify.

The chat says it can't answer

The chat hands a question to a person instead of answering when:

  • Your docs don't cover it. This is the usual reason. Look at Gaps in the docs on the Insights page, add or fix the page on your docs site, press Crawl the docs now, then test it with Ask them again now. See Gaps in your docs.
  • A person should take it anyway. Questions about the customer's own account, payment or order, requests for a date, a promise or an exception, security reports, something broken for them, and off-topic questions always go to a person.
  • The answer failed a safety check, for example because it would link outside your docs.
  • No AI answer was available. This month's answers, or today's share of them, are used up, or your company's daily budget is spent. Visitors see "Answers aren't available right now" and a form to leave their email. See Plans, limits and billing.
  • One visitor asked a lot at once. Each visitor can ask 12 questions in 10 minutes and 60 a day.
  • Your company is paused. Nothing answers while it is.

Why questions went to a person on the Insights page counts these reasons. If the Chat page says your docs were "not crawled yet", or shows very few pages, see Adding your docs.

Visitors can ask for a person 5 times a day each, and 3 times a day from one email address. Your company takes up to 20 hand-offs a day in all; past that, visitors are asked to use your contact page.

The chat doesn't appear

  • Check the website is listed under Websites allowed to embed, written exactly as it appears in the address bar: https://, and www. or not.
  • Check it is within your plan's number of websites. On a smaller plan, only the first ones in your list keep the chat.
  • Check the line from Put it on your site is on the page.
  • If your site sends a Content Security Policy, it must allow scripts and frames from the address in that line.

Email isn't arriving

  1. Look under Support email on the Email page. If the message is there as Skipped, it wasn't treated as a customer's email: it came from your own website's domain, or was bulk mail, an automatic reply, a no-reply sender or spam. Test again from an outside address.
  2. If it isn't there at all, the forward isn't reaching us. With Gmail, check that you confirmed the forward. With Microsoft 365, check that forwarding to outside addresses is allowed. Check you are forwarding to the current address: a new forwarding address stops the old one at once.
  3. If it is there but your team email got no notice, check your company has a team email. Notices also stop after 150 in any 24 hours. The inbox has the message either way.
  4. While your company is paused, forwarded email isn't received.

A reply won't send

  • Replying from the inbox is on Growth and Scale.
  • Sending needs your support address. If it isn't set, the reply box says so.
  • Your company can send 200 replies a day, and 5 a day to one customer.
  • A paused company sends nothing.
  • If a teammate replied while you were writing, your reply is held. Read theirs, then press Send again if yours still helps.
  • Files must be of a kind that is kept, at most 10, and 9 MB in all.
  • If the page says the reply "is still being sent, or did not go", reload in a moment and check the conversation before you write it again.

If the customer says nothing arrived, ask them to look in their spam folder. Sending from your own address can help your replies arrive.

DNS isn't verifying

  • Wait. DNS changes can take a few hours to show. Then press Check DNS again.
  • Enter each record exactly as shown: its type, name and value. Many DNS providers add your domain to the end of the name for you, so if the name shown ends in your domain, enter only the part before it.
  • If your DNS is on Cloudflare, set the CNAME record to DNS only, not proxied.
  • The TXT record is the one that decides. The CNAME record is advised but not needed.
  • Your support address must be on a domain you own, not a mailbox provider's such as gmail.com.
  • If the page says the domain is set up for another company here and it is yours, email hello@getswaru.com.
  • If replies were going out from your address and stopped, the daily check failed or Postmark stopped accepting it. Press Check DNS.

Still stuck? Write to hello@getswaru.com.