Troubleshooting

Common causes and fixes:

• Domain not verified yet. Chatgram only serves the widget on verified domains. Check the DNS record and click Verify again. See Domain Verification.
• Wrong package version or CDN URL. Make sure you’re loading the latest chatgram-widget, not a stale cached version.
• Init not called. If using the npm package, ensure chatgram.init() is actually invoked after import.
• Content Security Policy blocking scripts. Check the browser console. If CSP is blocking Chatgram’s script or connection, add its origin to your policy.
• Ad-blocker interference. Some aggressive blockers strip chat widgets. Test in incognito mode with extensions disabled.

Open browser DevTools (F12), check the Console tab for errors, and the Network tab to see if Chatgram’s script loaded.

Verification failures are almost always one of:

• Typo in the record. The name or value doesn’t match Chatgram’s expected string. Compare character by character.
• Wrong record type. You added a CNAME or A instead of TXT. Delete and re-add as TXT.
• Wrong domain. Especially if you own several domains, verify you added the record on the right one.
• DNS hasn’t propagated yet. Wait 5-15 minutes and re-check. Sometimes takes longer on slower providers.
• Domain isn’t publicly resolvable. Chatgram queries public DNS, so intranet-only or unlaunched domains won’t verify.

If none of these apply, contact [email protected] with your domain name.

If tickets are being created but you’re not getting Telegram push notifications:

• Telegram notifications muted. Check the Chatgram bot chat’s notification settings inside Telegram.
• Bot notifications disabled system-wide. Check your phone’s OS-level notification permissions for Telegram.
• You’re not actually the owner. Verify with /whoami or similar bot command that you’re linked to the right website.
• Tickets going to a different agent. If your team has multiple members, notifications may be reaching them, not you.
• Bot blocked. Accidentally blocked the Chatgram bot in Telegram? Unblock it.

Send a test message via your website’s contact form and watch what happens.

Magic links expire quickly (usually a few minutes) and can only be used once. If yours expired:

1. Go back to chatgram-admin.brandid.app
2. Enter your email again
3. A fresh link arrives within seconds
4. Click it right away

If magic links keep expiring before you can click them, check your email client for delays. As an alternative, use the “Open in your browser” button in the Telegram bot to get a one-time signed link that also works for sign-in.

If visitors report your reply emails landing in spam:

• Ask them to whitelist [email protected] in their email client. This resolves it for their inbox permanently.
• Check the ticket for issues that might have triggered spam scoring: overly promotional language, all-caps text, suspicious links.
• Confirm the visitor’s email is valid. If they typed a wrong domain (e.g. @gnail.com), delivery may bounce or route to spam.

Chatgram’s sender address is fully authenticated (SPF, DKIM, DMARC) and has good deliverability. Spam scoring is usually a per-mailbox issue rather than a systemic one. If you see widespread spam-folder placement, contact [email protected] so we can investigate.

If the AI reply button doesn’t appear or drafts aren’t produced:

• AI turned off for the website. Check ⚙️ Settings → 🤖 AI assistant and confirm it’s enabled.
• No knowledge base configured. AI needs at least a minimal KB (50+ characters) to draft. Add one.
• Monthly AI reply limit reached. On Free plans, you have a monthly cap. Check usage in the admin panel. Upgrade or wait for the next cycle.
• Ticket is spam or closed. AI doesn’t draft on non-active tickets.

Verify by opening a fresh test ticket and checking whether the AI button appears on it.

Reasons you might not be able to invite:

• You’re an agent, not an admin or owner. Only admins and owners can invite. Ask the owner to invite directly, or to promote you to admin first.
• Seat limit reached. Your plan has a cap on agent seats. Upgrade or remove inactive agents.
• Invite link consumed or expired. Each invite link is single-use. Generate a new one if the old one was already used.

Check your role in the team management section of the website and confirm you have invite permission.

Contact us:

• Email: [email protected]. This is the fastest route and the same address that outbound replies come from.
• Register or admin panel: chatgram-admin.brandid.app has an in-app contact option for signed-in users.
• Enterprise customers: reach out to your dedicated point of contact.

When contacting support, include: your account email, your domain (if applicable), what you tried, and any relevant error messages or ticket codes. It speeds up diagnosis significantly.