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Troubleshooting

Chat doesn't load​

Redirected away from the chat page, or blank screen

  • Check that your link includes agent_card_url — without it, you'll be redirected away from the chat
  • Make sure the URL is complete and not cut off (long URLs can get truncated in emails)
  • Try opening the link in an incognito/private browser window

"I am afraid I don't have this skill"​

Chat loads with your branding but shows this error message

  • The skill_name in your link doesn't match any skill in your account
  • Check the Skills section in the inHotel Portal to see your available skills
  • Make sure the spelling matches exactly

Wrong branding or colors​

Default colors instead of your organization's brand

  • Your branding is configured in the portal under Personality > Appearance
  • Make sure you've set your accent color, background image, and assistant name
  • Changes take effect immediately — try refreshing the page

Messages don't send​

Tapping send does nothing

  • If you see an error message instead of the chat input, check your link parameters
  • Make sure skill_name is correct
  • Try refreshing the page

No response from the assistant​

Message sent but no reply comes

  • Wait a few seconds — the assistant may take a moment to respond
  • Check your internet connection
  • Try refreshing and sending the message again

Greeting message is wrong or missing​

Want to change what users see first

  • The greeting is set in the portal under Personality > Behavior > Greeting
  • Update it there and the change applies immediately
  • If no greeting is set, a default greeting is shown automatically

Mobile display issues​

Layout looks wrong on phone

  • Mobile Chat is designed for phones — it should work on any modern mobile browser
  • Make sure the phone isn't in desktop mode (some browsers have this option)
  • Supported browsers: Safari (iOS), Chrome (Android), Samsung Internet, Firefox Mobile