FAQ & troubleshooting

Most surprises come down to an optional integration that isn't configured. Ansadesk is built so every external service degrades cleanly: if a key is missing, that feature simply doesn't appear and the rest of the app keeps working.

The widget isn't showing up

• Confirm the embed snippet is on the page, before the closing </body> tag, with your real data-workspace-key (wk_…) in it.
• If you recently used Settings → Widget → rotate key, the old key stopped working immediately — update the snippet everywhere you embedded it.
• The widget renders inside a Shadow DOM, so your site's CSS can't hide it, but an aggressive ad/script blocker or a Content Security Policy that blocks /widget.js can. Check the browser console for a blocked request.

There are no AI drafts

• AI features only run when the server has an ANTHROPIC_API_KEY. Without it the draft panel, summaries, Ask AI, and autopilot all no-op — the inbox still works fully.
• Drafts are grounded in your knowledge base. An empty knowledge base produces weak drafts; add your FAQ and policies.
• On the Free plan, AI drafts are metered (50 per workspace per month). Once the quota is used the draft route returns a limit reached response until the month rolls over or you upgrade. Metering only applies when billing is enabled.

Autopilot isn't sending replies

Autopilot is off by default. Turn it on in Settings → AI & Knowledge. The outside business hours mode behaves like off until you've configured business hours. Even when on, autopilot only sends when it's confident — otherwise it leaves a draft — and it sends at most three AI replies per conversation before handing off. See AI features.

File uploads are disabled

Attachments need S3-compatible object storage (Cloudflare R2, MinIO, or AWS S3). Set STORAGE_ENDPOINT, STORAGE_BUCKET, STORAGE_ACCESS_KEY_ID, and STORAGE_SECRET_ACCESS_KEY. With any of them missing, uploads are turned off and chat still works as text-only.

Inbound email isn't creating conversations

• Set EMAIL_INBOUND_SECRET; until it's set the inbound webhook returns 503.
• Your provider must send the x-inbound-secret header with the matching value, or the request is rejected with 401.
• The recipient's local part must match a workspace slug (e.g. acme@… → workspace acme), otherwise it's a 404. Full setup is in the email channel guide.

My team isn't getting email notifications

Notification and invite emails go out through Resend. Set USESEND_API_KEY and EMAIL_FROM to enable them. Unanswered-message emails are also throttled — at most one per conversation every 15 minutes, and none if an agent replied in the last few minutes — so you won't get a flood.