Troubleshooting

Before digging into specific issues, run through these three checks. They resolve the majority of problems:

1. Confirm the script is installed on the right pages: Open a listing page in an incognito window and check whether the widget appears. If it doesn't, the script may not be installed site-wide or on the right templates.
2. Confirm your lead notification email is correct: Go to your assistant settings and verify the email address is corrct, with no typos or outdated aliases.
3. Check your spam folder: Lead notification emails are occasionally filtered before they reach your inbox. Have your admin check spam, quarantine, and any held message queues.

If none of those resolve it, find your issue below.

Widget display issues

The widget isn't showing at all

First, confirm the script is actually loading on the page. If it's present but the widget still isn't visible, the most common causes are:

• The script was added to a staging environment instead of production
• It's only installed on certain page templates, not site-wide
• A tag manager rule isn't firing on listing pages
• Another script or stylesheet on the site is blocking the widget from rendering

The widget shows on some pages but not others

This usually means the script is installed on certain templates only – for example, the homepage but not listing pages – or a tag manager rule is scoped too narrowly. Compare a URL where it works against one where it doesn't, and check whether the script loads on both. If not, the install needs to be applied at the site-wide or layout level.

The widget shows for me but not for others

Test in an incognito window with ad blockers disabled. Confirm the other person has accepted cookies if your site uses a consent banner, and try a different browser or device. If it only fails on certain networks, a firewall or script-blocking policy may be interfering.

The widget works on staging but not production (or vice versa)

The script is likely installed in one environment only, or your tag manager configuration differs between the two. Confirm which domain your visitors actually use and ensure the same install is published to production.

The widget is hidden behind another element

Some sites have other chat widgets, sticky buttons, or cookie banners that overlap in the same corner. If the widget is partially cut off or unclickable, it's a layering conflict. Your web team can resolve this by adjusting the positioning of one element.

The widget isn't showing on mobile

Some sites disable third-party scripts on mobile for performance. Test on multiple devices and confirm the script loads on mobile URLs. If it doesn't, the install needs to be updated to cover mobile templates.

The widget appears but doesn't match your brand styling

Go to your assistant settings and confirm your brand color hex code is correct. If the color is right but still looks off, your site's stylesheet may be overriding the widget's styles – share a screenshot and your hex code with support and we can adjust it.

Lead delivery issues

Leads aren't arriving

Start by verifying your lead notification email is entered correctly in settings. Then confirm your team is testing with a real lead action – sharing contact details or requesting a follow-up, not just having a conversation. If conversations are happening but no lead emails are arriving, the most likely causes are:

• Routing is configured incorrectly
• The conversation isn't reaching the point where contact capture is triggered
• Your email system is filtering or quarantining messages before they reach the inbox

Leads are going to the wrong person or inbox

This happens when the notification email is set to a personal inbox, an outdated alias, or a distribution list that routes unexpectedly. Update your lead notification email in settings to a monitored team inbox so leads don't get missed when someone is out of office or leaves the team.

Lead emails are going to spam

Ask your admin to check spam, quarantine, and held message queues. Add Roof AI's sending address to your allowlist and mark any filtered messages as "not spam" so your email provider learns. If your organization uses strict email security policies, your IT team may need to explicitly allow Roof AI's sender domain.

Lead emails are arriving but delayed

Delays are usually caused by email security filtering or greylisting – a process where your email provider temporarily holds messages from new senders. Check your quarantine and held queues, and ask someone on your IT team whether inbound email is being delayed. Once Roof AI is allowlisted, delivery typically becomes consistent.

We're getting conversations but nobody is becoming a lead

Visitors are browsing and asking questions, but not reaching a point where they share their contact details. Review a few conversation transcripts to see where they end, and consider whether contact capture is happening at the right moment – not too early, not too late.

The wrong listing page or domain is being covered

If the widget appears on unintended pages or is missing from the right ones, the listing URL or domain entered during setup doesn't match where your traffic actually lands – this is common with subdomains, IDX paths, or multi-brand sites. Email support@roof.ai with the exact URLs you want covered and where the widget is currently appearing.

Reporting issues

The numbers in our first weekly report look off

In the first week, this is expected. You're likely looking at a partial time window: traffic fluctuates day to day, and the install may have gone live mid-week. Compare full-week periods going forward, and confirm the widget is installed on the pages where most of your inbound traffic lands.

Still stuck?

Email us at support@roof.ai with your domain and a description of what you're seeing. If it's a widget issue, include the URL where the problem occurs. If it's a lead issue, include the email address you're expecting notifications at.