Troubleshooting

Solutions for common issues with your Omniops setup.

My widget isn't showing on my website

A few things to check:

  1. Embed code placement — the embed code should be pasted just before the closing </body> tag on your website. If it's in the <head> or inside a template that doesn't render on every page, the widget won't appear.
  2. Domain registration — your website domain must be registered in Settings > Domains in the dashboard. The widget only loads on recognised domains.
  3. JavaScript errors — if you're comfortable with it, you can check for errors by right-clicking on your website, selecting 'Inspect', and clicking the 'Console' tab. If you see red error messages, a screenshot will help our support team fix the issue. Website security settings or ad blockers can sometimes interfere with the widget loading.
  4. Cache — if you've just added the code, try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) or clear your browser cache.

If none of that resolves it, contact support with your domain and we'll take a look.

Omni gave a wrong answer to a customer

This happens occasionally, especially early on when Omni is still learning your business. Here's how to improve it:

  • Add a Q&A pair — go to the Training section in your dashboard and add the correct question and answer directly. This takes priority over other sources.
  • Add more website content — if the information exists on your site but Omni missed it, add the URL to your training sources so it can learn from that page.
  • Check the Knowledge Gap page — this shows questions that Omni couldn't answer confidently. It's the fastest way to find and fill gaps in its knowledge.

Corrections take effect within minutes. You don't need to retrain or wait for a sync.

My store data isn't syncing

  • Check your credentials — go to Settings > Integrations and verify your API credentials are still valid. WooCommerce keys can be regenerated; Shopify tokens can be refreshed by reinstalling the custom app.
  • First connection — the initial sync can take a few minutes, especially for stores with large catalogues or order histories. Give it up to 10 minutes.
  • Real-time updates — if new orders aren't appearing, reconnecting the integration from the dashboard will restore the connection.

Emails aren't being sent

Check your email delivery setup in Settings:

  • Built-in email delivery (Resend) — this works out of the box. Verify your API key and sending domain are configured correctly.
  • Gmail — if you connected via Google Workspace, the authorisation may have expired. Go to Integrations and reconnect Google Workspace.
  • Outlook — same as Gmail — reconnect if the token has expired.

Also check that the email action was approved. Some email actions require your explicit confirmation before sending.

If emails are being sent but not received, ask the recipient to check their spam folder. Emails from a new sending domain can sometimes be flagged initially.

I'm not seeing customer conversations

  • Check the Conversations page — conversations appear in real time. Make sure you haven't applied filters (by date, channel, or status) that might be hiding them.
  • Messaging channels — if you're expecting messages from WhatsApp or Instagram, confirm the integration is still connected in Settings > Integrations. A disconnected channel won't forward messages.
  • Widget not loading — if conversations from your website widget aren't appearing, check the widget troubleshooting section above.

How do I contact support?

Two options:

  • From the dashboard — go to Help > Contact Support and send us a message directly.
  • By email — reach us at the support address shown in your dashboard.

We're a small team and we reply quickly — usually within a few hours during UK business hours.

When you get in touch, it helps to include your domain name and a brief description of the issue. Screenshots of any error messages are always welcome.