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AurionAI

Fix problems with the web chat

4 min readBy Emmanuel Yazbeck

Who this is for: employees and customers who use the chat window on an organization's website, by text or by voice. The messages below are the same for everyone. What your organization offers in the chat can differ.

Prerequisites

  • Access to your browser's settings for the website, if the microphone is blocked.

The microphone is blocked

The window shows Microphone access required when the browser did not let the website use your microphone. A short explanation and the button Retry are shown below the title. The call does not start.

  1. Select Retry.
  2. If your browser asks whether the website can use your microphone, allow it.
  3. If your browser does not ask, allow the microphone in the browser's settings for this website. In most browsers, select the icon next to the website address, then allow the microphone. Then select Retry again.

The call connects: the window shows the three connection steps, then the assistant speaks.

If the window says that the microphone is blocked in the address bar, your browser will not ask again by itself: you must allow the microphone in the browser's settings first, then select Retry.

If the window says that it could not access the microphone, check that a microphone is connected and that no other app is using it. Then try again.

To leave this screen, select the close button (×) at the top of the window, or select the chat tab if the window shows one.

You cannot hear the assistant

Browsers can block sound until you interact with the page. Then the window shows a button: Sound is blocked — tap to enable audio.

  1. Select the button.
  2. If you still hear nothing, select Audio settings and check which speaker is selected. Some browsers do not let you choose the speaker. Then check the volume of your computer.

The button disappears and you hear the assistant.

The voice call does not connect

The window says that the connection failed, or that the voice assistant is temporarily unavailable.

  1. Select Retry.
  2. If it fails again, wait a few minutes and try again, or use the chat or another channel. To leave this screen, select the close button (×) at the top of the window, or select the chat tab if the window shows one.

The call connects and the assistant speaks.

The chat does not send messages

  • The chat says that it is reconnecting. Wait. The chat reconnects by itself. You cannot send messages until it is connected again.
  • The chat says that the connection failed. Check your internet connection, then reload the page.
  • The chat says that it is not available right now. The chat is closed for this window. Reload the page later, or use another channel.
  • A message shows a warning sign (⚠) instead of a check mark. It was not delivered. Select Retry next to the message.
  • The chat asks for a valid email before it sends your message. Type your full email address in the email field at the top, then send again.

Your sign-in has expired

The chat says that your sign-in has expired. The conversation continues, but the assistant can no longer see your tickets. Sign in again on your organization's website, then open the chat again.

After you sign in again, the assistant can see your tickets again.

A file is not uploaded

The chat tells you why. Each file can be up to 20 MB, and some file types are not accepted.

If your organization has files checked for security threats, the chat can also say:

  • the file may contain a security threat: it is refused;
  • the security check is temporarily unavailable: try again in a moment;
  • the file is too large for the security check, or the check cannot read it: send a smaller or a different file.

When a file is accepted, it appears above the message box.

Still stuck? Submit a request or .