This guide helps you resolve common issues with Marketrix.

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Application Issues

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Application Not Working

Symptoms: Application shows as “Error” or “Inactive”, agents don’t work. Solutions:
  1. Verify the URL is correct and accessible in a browser
  2. Check that allowed domains include both example.com and www.example.com
  3. Update application settings if the URL has changed

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Domain Not Allowed

Symptoms: Widget appears but doesn’t respond, domain restriction errors. Solutions:
  1. Go to application settings and verify your domain is in the allowed list
  2. Add all domain variations (example.com, www.example.com, subdomains)
  3. Include development and staging domains if needed

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Agent Issues

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Agent Not Responding

Solutions:
  1. Verify the agent is active and linked to an application
  2. Check that knowledge is assigned and processed
  3. Review agent instructions for completeness
  4. Test with simple questions in the playground first

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Agent Gives Generic Responses

Solutions:
  1. Make agent instructions more specific with business context
  2. Upload additional knowledge documents
  3. Verify knowledge is properly assigned to the agent
  4. Test with questions that should use your knowledge base

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Agent Tone Doesn’t Match Brand

Solutions:
  1. Adjust tone and style in agent instructions
  2. Include your brand personality and language guidelines
  3. Switch voice option if needed

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Knowledge Base Issues

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Knowledge Not Processing

Solutions:
  1. Verify the file format is supported and file is not corrupted
  2. Check file size is within limits
  3. Delete the stuck item and re-upload
  4. Contact support if the issue persists

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Agent Doesn’t Use Knowledge

Solutions:
  1. Verify knowledge is assigned to the agent
  2. Ensure knowledge is linked to the correct application
  3. Check that the agent is linked to the same application
  4. Use clear titles and relevant keywords in your content

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Widget Integration Issues

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Widget Not Appearing

Symptoms: No chat widget visible on your website. Solutions:
  1. Verify the widget script tag is correctly placed before the closing </body> tag:
<script
  src="https://widget.marketrix.ai/standalone.mjs"
  mtx-ai-host="https://agent.marketrix.ai"
  mtx-api-host="https://api.marketrix.ai"
  mtx-id="your-marketrix-id"
  mtx-key="your-marketrix-key"
></script>
  1. Check the browser console for JavaScript errors
  2. Verify the script URL is accessible
  3. Test on different browsers

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Widget Not Responding

Symptoms: Widget opens but doesn’t respond to messages. Solutions:
  1. Verify the agent is active and properly configured
  2. Check mtx-id, mtx-key, mtx-api-host, and mtx-ai-host attributes are correct
  3. Test the agent in the playground to isolate the issue
  4. Check network connectivity and ensure JavaScript is enabled

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QA Flows Issues

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Document Not Processing

Symptoms: QA document stuck on “Processing” status. Solutions:
  1. Verify the document format is supported (PDF, Word, Text, Markdown, CSV)
  2. Check that the file is not corrupted
  3. Try re-uploading a smaller version of the document
  4. Contact support if the issue persists

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Tests Failing Unexpectedly

Solutions:
  1. Check if your application’s UI has changed since the tests were generated
  2. Review the failure analysis for each test to understand what went wrong
  3. Enable self-healing to automatically adapt tests to UI changes
  4. Regenerate test cases from an updated document if the application has changed significantly

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Performance Issues

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Slow Response Times

Solutions:
  1. Check your internet connection
  2. Review knowledge base size — very large knowledge bases may slow searches
  3. Check Marketrix status for any service issues
  4. Contact support if the problem persists

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Getting Help

If you’ve tried the steps above and still have issues:
  • Email: support@marketrix.ai
  • Include a clear description of the issue, steps to reproduce, and any error messages