Assistant troubleshooting

Diagnose loading, initialization, method, styling, and session problems.

Assistant is not defined

Confirm the installation snippet runs before your integration code. Check for blocked scripts, consent-manager delays, ad blockers, and CSP violations.

The launcher appears but methods do nothing

Move the call inside Assistant('ready', callback). Confirm the target feature—Chat, Contact, or Order Status—is enabled in the Assistant settings.

Styles do not apply

Listen for tdAssistantConnected and inject the style into event.target.shadowRoot. Host-page CSS cannot cross the Shadow DOM boundary.

The wrong customer remains after logout

Call Assistant.clearSession() before ending the application session, then initialize or identify the next signed-in customer.

Escalation checklist

Capture the page URL, Assistant ID, timestamp and timezone, browser version, console errors, failed network request, CSP report, and a minimal reproduction. Send those details to [email protected].

Content Security Policy

Permit the Assistant without weakening the rest of your site's Content Security Policy.

Assistant is not defined
The launcher appears but methods do nothing
Styles do not apply
The wrong customer remains after logout
Escalation checklist
Related