Troubleshooting

Something not working the way you expected? This troubleshooting section helps you quickly identify the issue without needing to dig through settings, so you can find the likely cause, collect the right details, and get to a fix fast.

The script is installed but the widget isn’t showing

First, confirm the script is actually loading on the page you expect. If it’s loading but still not visible, the most common causes are:

• The script was added to the wrong environment (staging instead of production)
• It’s only installed on some templates
• A tag manager rule isn’t firing on listing pages
• Another script / style on the site is blocking the widget from rendering

The leads aren’t sending

Start by verifying the lead notification email address was entered correctly (no typos, aliases, or old inboxes) and that your team is testing with a real lead action (sharing contact details or requesting follow-up). If the bot is getting conversations but no lead emails are arriving, it’s usually either routing is misconfigured, the “lead” trigger isn’t being reached in the conversation, or your email system is filtering/quarantining the messages before they land in the inbox.

Emails are going to spam

1. Ask your admin to check spam, quarantine, and any held messages queues first (many organizations filter before the inbox).
2. Add the sending address / domain to your allowlist and mark a few messages as “Not spam” so your email provider learns.
3. If you use strict security policies, you may also need your IT team to explicitly allow Roof AI’s sender and verify that authentication signals (like SPF / DKIM / DMARC on your side) aren’t causing aggressive filtering.

Wrong listing page or wrong domain

If the widget appears on some pages but not the ones you intended – or it’s showing up on the wrong site altogether – it usually means the listing page URL or domain provided during setup doesn’t match where your traffic actually lands (ex. a subdomain, a different IDX path, or a second brand site). Send the exact URLs you want covered (including any subdomains) and note where it’s currently appearing so the install target can be corrected.

The widget shows for me but not for others

This is often caused by caching, consent tools, or browser extensions. Have the other person test in an incognito window (typically Ctrl+Shift+N / Cmd+Shift+N on most browsers) with ad blockers disabled, confirm they’ve accepted cookies (if your site uses a consent banner), and try a different browser / device. If it only fails on certain networks, an IT firewall or script-blocking policy may be interfering.

The widget is hidden behind another page element

Some sites have other chat widgets, sticky buttons, or cookie banners that sit in the same corner and cover the Roof AI widget. If you see the widget partially cut off or unclickable, it’s typically a z-index / positioning conflict. Your web team can resolve this issue by moving one widget, adjusting spacing, or changing layering rules.

Leads are being sent, but to the wrong person / inbox

This happens when the notification email was set to a personal inbox, an outdated alias, or a distribution list that routes unexpectedly. Confirm the intended recipients and switch to a monitored team inbox (or a controlled distro list) so leads don’t get missed when someone is out of office (or leaves the company).

Lead emails arrive, but are delayed

Delays are commonly caused by corporate email security filtering, throttling, or greylisting. Check your quarantine / held queues and ask IT whether inbound email is being delayed for new senders. Once allowlisted, delivery typically becomes consistent.

We’re getting chats, but no one is becoming a lead

This usually means visitors are browsing and asking questions but not reaching a handoff moment, or the site’s traffic mix is low-intent. Review a handful of transcripts to see where conversations end, then adjust the flow so contact capture happens at the right time (not too early, not too late). Finally, make sure routing is set up for the lead types you care about.

The numbers in our first weekly report look incorrect

In the first week, numbers can look off because you’re looking at a partial time window, traffic fluctuates by day, and the install may have gone live mid-week. Compare full-week periods going forward, and sanity check that the widget is installed on the pages where most of your inbound traffic lands.

The widget isn’t showing on mobile

This is often a CSS / layout issue or a site-level mobile script rule (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 method needs to be updated to include mobile templates.

The widget appears, but it’s not matching our brand styling

If the color or branding looks wrong, it’s usually just that the brand color provided during setup doesn’t match the site’s current theme, or the site’s CSS is overriding widget styles. Share the exact hex color and a screenshot of the desired look so it can be adjusted.

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

This typically happens when the script was installed in only one environment, or your tag manager differs between staging and production. Confirm which domain is live for customers and ensure the same install method is published to production.

Got more questions? Reach out to us at help@roof.ai!

Something not working the way you expected? This troubleshooting section helps you quickly identify the issue without needing to dig through settings, so you can find the likely cause, collect the right details, and get to a fix fast.

The script is installed but the widget isn’t showing

First, confirm the script is actually loading on the page you expect. If it’s loading but still not visible, the most common causes are:

• The script was added to the wrong environment (staging instead of production)
• It’s only installed on some templates
• A tag manager rule isn’t firing on listing pages
• Another script / style on the site is blocking the widget from rendering

The leads aren’t sending

Start by verifying the lead notification email address was entered correctly (no typos, aliases, or old inboxes) and that your team is testing with a real lead action (sharing contact details or requesting follow-up). If the bot is getting conversations but no lead emails are arriving, it’s usually either routing is misconfigured, the “lead” trigger isn’t being reached in the conversation, or your email system is filtering/quarantining the messages before they land in the inbox.

Emails are going to spam

1. Ask your admin to check spam, quarantine, and any held messages queues first (many organizations filter before the inbox).
2. Add the sending address / domain to your allowlist and mark a few messages as “Not spam” so your email provider learns.
3. If you use strict security policies, you may also need your IT team to explicitly allow Roof AI’s sender and verify that authentication signals (like SPF / DKIM / DMARC on your side) aren’t causing aggressive filtering.

Wrong listing page or wrong domain

If the widget appears on some pages but not the ones you intended – or it’s showing up on the wrong site altogether – it usually means the listing page URL or domain provided during setup doesn’t match where your traffic actually lands (ex. a subdomain, a different IDX path, or a second brand site). Send the exact URLs you want covered (including any subdomains) and note where it’s currently appearing so the install target can be corrected.

The widget shows for me but not for others

This is often caused by caching, consent tools, or browser extensions. Have the other person test in an incognito window (typically Ctrl+Shift+N / Cmd+Shift+N on most browsers) with ad blockers disabled, confirm they’ve accepted cookies (if your site uses a consent banner), and try a different browser / device. If it only fails on certain networks, an IT firewall or script-blocking policy may be interfering.

I’m on the Intelligence tier, but the widget only shows on some pages (and not others)

This usually means the script is only installed on certain templates (ex. homepage but not listing pages), or a tag manager rule is scoped too narrowly. Compare a working URL against one that doesn’t work, and check whether the script loads on both. If it doesn’t, the install needs to be applied at the site-wide / layout level or expanded to the missing templates / paths.

The widget is hidden behind another page element

Some sites have other chat widgets, sticky buttons, or cookie banners that sit in the same corner and cover the Roof AI widget. If you see the widget partially cut off or unclickable, it’s typically a z-index / positioning conflict. Your web team can resolve this issue by moving one widget, adjusting spacing, or changing layering rules.

Leads are being sent, but to the wrong person / inbox

This happens when the notification email was set to a personal inbox, an outdated alias, or a distribution list that routes unexpectedly. Confirm the intended recipients and switch to a monitored team inbox (or a controlled distro list) so leads don’t get missed when someone is out of office (or leaves the company).

Lead emails arrive, but are delayed

Delays are commonly caused by corporate email security filtering, throttling, or greylisting. Check your quarantine / held queues and ask IT whether inbound email is being delayed for new senders. Once allowlisted, delivery typically becomes consistent.

We’re getting chats, but no one is becoming a lead

This usually means visitors are browsing and asking questions but not reaching a handoff moment, or the site’s traffic mix is low-intent. Review a handful of transcripts to see where conversations end, then adjust the flow so contact capture happens at the right time (not too early, not too late). Finally, make sure routing is set up for the lead types you care about.

The numbers in our first weekly report look incorrect

In the first week, numbers can look off because you’re looking at a partial time window, traffic fluctuates by day, and the install may have gone live mid-week. Compare full-week periods going forward, and sanity check that the widget is installed on the pages where most of your inbound traffic lands.

The widget isn’t showing on mobile

This is often a CSS / layout issue or a site-level mobile script rule (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 method needs to be updated to include mobile templates.

The widget appears, but it’s not matching our brand styling

If the color or branding looks wrong, it’s usually just that the brand color provided during setup doesn’t match the site’s current theme, or the site’s CSS is overriding widget styles. Share the exact hex color and a screenshot of the desired look so it can be adjusted.

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

This typically happens when the script was installed in only one environment, or your tag manager differs between staging and production. Confirm which domain is live for customers and ensure the same install method is published to production.

Got more questions? Reach out to us at help@roof.ai!

Something not working the way you expected? This troubleshooting section helps you quickly identify the issue without needing to dig through settings, so you can find the likely cause, collect the right details, and get to a fix fast.

The script is installed but the widget isn’t showing

First, confirm the script is actually loading on the page you expect. If it’s loading but still not visible, the most common causes are:

• The script was added to the wrong environment (staging instead of production)
• It’s only installed on some templates
• A tag manager rule isn’t firing on listing pages
• Another script / style on the site is blocking the widget from rendering

The leads aren’t sending

Start by verifying the lead notification email address was entered correctly (no typos, aliases, or old inboxes) and that your team is testing with a real lead action (sharing contact details or requesting follow-up). If the bot is getting conversations but no lead emails are arriving, it’s usually either routing is misconfigured, the “lead” trigger isn’t being reached in the conversation, or your email system is filtering/quarantining the messages before they land in the inbox.

Emails are going to spam

1. Ask your admin to check spam, quarantine, and any held messages queues first (many organizations filter before the inbox).
2. Add the sending address / domain to your allowlist and mark a few messages as “Not spam” so your email provider learns.
3. If you use strict security policies, you may also need your IT team to explicitly allow Roof AI’s sender and verify that authentication signals (like SPF / DKIM / DMARC on your side) aren’t causing aggressive filtering.

Wrong listing page or wrong domain

If the widget appears on some pages but not the ones you intended – or it’s showing up on the wrong site altogether – it usually means the listing page URL or domain provided during setup doesn’t match where your traffic actually lands (ex. a subdomain, a different IDX path, or a second brand site). Send the exact URLs you want covered (including any subdomains) and note where it’s currently appearing so the install target can be corrected.

The widget shows for me but not for others

This is often caused by caching, consent tools, or browser extensions. Have the other person test in an incognito window (typically Ctrl+Shift+N / Cmd+Shift+N on most browsers) with ad blockers disabled, confirm they’ve accepted cookies (if your site uses a consent banner), and try a different browser / device. If it only fails on certain networks, an IT firewall or script-blocking policy may be interfering.

I’m on the Lifecycle tier, but the widget only shows on some pages (and not others)

This usually means the script is only installed on certain templates (ex. homepage but not listing pages), or a tag manager rule is scoped too narrowly. Compare a working URL against one that doesn’t work, and check whether the script loads on both. If it doesn’t, the install needs to be applied at the site-wide / layout level or expanded to the missing templates / paths.

The widget is hidden behind another page element

Some sites have other chat widgets, sticky buttons, or cookie banners that sit in the same corner and cover the Roof AI widget. If you see the widget partially cut off or unclickable, it’s typically a z-index / positioning conflict. Your web team can resolve this issue by moving one widget, adjusting spacing, or changing layering rules.

Leads are being sent, but to the wrong person / inbox

This happens when the notification email was set to a personal inbox, an outdated alias, or a distribution list that routes unexpectedly. Confirm the intended recipients and switch to a monitored team inbox (or a controlled distro list) so leads don’t get missed when someone is out of office (or leaves the company).

Lead emails arrive, but are delayed

Delays are commonly caused by corporate email security filtering, throttling, or greylisting. Check your quarantine / held queues and ask IT whether inbound email is being delayed for new senders. Once allowlisted, delivery typically becomes consistent.

We’re getting chats, but no one is becoming a lead

This usually means visitors are browsing and asking questions but not reaching a handoff moment, or the site’s traffic mix is low-intent. Review a handful of transcripts to see where conversations end, then adjust the flow so contact capture happens at the right time (not too early, not too late). Finally, make sure routing is set up for the lead types you care about.

The numbers in our first weekly report look incorrect

In the first week, numbers can look off because you’re looking at a partial time window, traffic fluctuates by day, and the install may have gone live mid-week. Compare full-week periods going forward, and sanity check that the widget is installed on the pages where most of your inbound traffic lands.

The widget isn’t showing on mobile

This is often a CSS / layout issue or a site-level mobile script rule (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 method needs to be updated to include mobile templates.

The widget appears, but it’s not matching our brand styling

If the color or branding looks wrong, it’s usually just that the brand color provided during setup doesn’t match the site’s current theme, or the site’s CSS is overriding widget styles. Share the exact hex color and a screenshot of the desired look so it can be adjusted.

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

This typically happens when the script was installed in only one environment, or your tag manager differs between staging and production. Confirm which domain is live for customers and ensure the same install method is published to production.

Got more questions? Reach out to us at help@roof.ai!