Widget troubleshooting

When the widget cannot start or send a message, visitors see a short error in the chat bubble. Use this page to map that message to the owner-side setting you should check in Pegasus.

Embed widget visitor error state

"This widget link is invalid or has been disabled."#

Likely cause: the widget configuration was deleted, the token was rotated, or the website is still serving an old snippet.

Fix:

1. Open the bot's Embed tab

   Confirm the widget is active and that the Embed Code section still exists.

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.

If you intentionally removed the widget config, this error is expected until you enable the widget again.

"This bot is not ready for chat yet."#

Likely cause: the bot is not in READY status. Widget chat rejects bots that are NO_DATA, UNTRAINED, PENDING, or OUTDATED.

Fix:

• Upload at least one supported document if the bot has no data.
• Train the bot from the Source settings tab.
• Wait for PENDING training to finish.
• Retrain if the bot is OUTDATED after document changes.

See Bot is not ready for details.

"This website is not authorized to use this widget."#

Likely cause: the page origin is not in the bot's allowed-origins list.

Fix:

1. Open the bot's Embed tab.
2. Add the exact origin 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.

See Enable the widget for the origin rules.

"Failed to start chat. Please try again."#

Likely cause: Pegasus could not create the visitor session. This can be temporary, or it can mean the bot or widget state changed while the page was open.

Fix:

• Reload the website and open the widget again.
• Confirm the widget is still Active.
• Confirm the bot is still READY.
• Check allowed origins if the site was recently moved to a new domain.

If the error continues after those checks, contact the workspace owner or support with the bot name and website URL.

"Failed to send message. Please try again."#

Likely cause: the visitor session started, but the message request failed. Common causes are daily credit exhaustion, a bot status change, or a temporary network interruption.

Fix:

1. Try one more message

   A transient network failure can recover on the next request.

2. Check daily credits

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

3. Check bot status

   Make sure the bot is still READY. If documents changed, retrain before asking visitors to try again.

Delete or recreate the widget config#

Pegasus does not currently expose a separate disable toggle. In practice, "disable" means deleting the widget configuration and recreating it later.

How to remove it#

Use Danger Zone -> Delete Widget Config in the Embed tab.

1. Click Delete Widget Config

   A confirmation modal explains the impact.

2. Confirm

   Pegasus removes the widget config. Status returns to Inactive, and the old snippet starts showing the disabled or invalid-link error.

3. Re-enable later if needed

   Click Enable Embed Widget to create a fresh config. The new token is different, so the old snippet will not work anymore.

What changes when you delete it#

• The widget config is removed, including its token and allowed-origins list.
• All active visitor sessions are rejected immediately.
• The bot itself, its documents, and your own Chat Workspace history stay intact.
• Aggregated usage analytics for the time before deletion still remain.

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

Quick checklist#