Widget troubleshooting

The widget shows itself to visitors only when it can chat. When something is wrong with the widget setup, visitors simply see no chat button, and the reason appears as a warning in your browser's developer console. Use this page to find and fix the cause in Pegasus.

Check the browser console first#

Open your website, then open the browser's developer tools and look at the Console. A warning that starts with [embed] Failed to initialize widget session means the widget could not start. The usual causes are below.

The bot is not Ready#

The widget only starts for a bot with the Ready status. It stays hidden while the bot shows No documents, Not trained, Training, or Needs retraining.

Fix:

• Upload at least one supported document if the bot has none.
• Train the bot from the Training sources tab.
• Wait for Training to finish.
• Train again if the bot shows Needs retraining after document changes.

See Bot is not ready for details.

The widget is off, removed, or the token changed#

The widget stays hidden when it is turned off, has been removed, or the website still uses a snippet with an old token.

Fix:

1. Open the bot's Embed tab

   Confirm the switch reads Widget is on.

2. Copy the current snippet

   Use Copy snippet from Pegasus instead of editing the token manually.

3. Replace the site snippet

   Publish the updated snippet, clear any site cache, then reload the website as a visitor.

The website is not allowed#

The widget stays hidden on a website that is not in the bot's Allowed websites list.

Fix:

1. Open the bot's Embed tab.
2. Add the exact address of the site loading the widget, including protocol and port.
3. Add both https://example.com and https://www.example.com if you serve both.
4. Reload the website.

Allowed websites list on the Embed tab

See Enable the widget for the matching rules.

Temporary connection problems#

If Pegasus cannot be reached when the page loads, the widget retries quietly a few times and appears once it connects. Reload the page if it still does not appear after a minute.

"Message not sent."#

The widget opened, but a visitor's message failed. The widget keeps the message and shows Retry next to it. Common causes are used-up daily credits, a bot that stopped being Ready, or a brief network interruption.

Fix:

1. Retry the message

   A temporary network failure usually recovers on the next try.

2. Check daily credits

   Open Subscription or Usage in Pegasus. If the workspace is out of credits, wait for the daily refill or upgrade.

3. Check bot status

   Make sure the bot is still Ready. If documents changed, train the bot again before asking visitors to retry.

Remove the widget#

To pause the widget without changing its token or snippet, turn the switch off on the Embed tab and turn it on again later. Remove the widget only when you want to discard its token and allowed websites.

How to remove it#

Use Danger zone -> Remove widget in the side column of the Embed tab.

1. Click Remove widget

   "Remove the widget?" explains the impact.

2. Confirm

   Pegasus removes the widget and shows "Widget removed." The old snippet stops showing the chat button.

3. Turn it on again later if needed

   Click Turn on widget to create a new widget. It gets a new token and embed code, so paste the new snippet into your website.

What changes when you remove it#

• The widget, its token, and its allowed websites are deleted.
• Visitors can no longer open the chat on your website.
• The bot itself, its documents, and your own Chat Workspace history stay intact.
• Usage figures recorded before the removal remain.

Rotate the token if you only need a lighter reset. Remove the widget when you want a full teardown.

Quick checklist#