Widget troubleshooting

When the widget cannot start or send a message, the visitor sees a short error in the chat bubble. Use this page to map each message to the setting you should check in Pegasus.

Embed widget visitor error state

"This widget link is invalid or has been disabled."#

Likely cause: the widget configuration was deleted, the token was rotated, or the snippet on your website still uses an old token.

Fix:

1. Open the bot's Embed tab

   Confirm the Widget Status is Active and the Embed Code section exists.

2. Copy the current snippet

   Use Copy snippet instead of manually editing the token.

3. Replace the snippet on your website

   Publish the site change, clear any site cache, then reload the page as a visitor.

If you intentionally deleted the widget, this message is expected until you enable the widget again.

"This bot is not ready for chat yet."#

Likely cause: the bot is not in READY status. Widget chat rejects bots that are NO_DATA, UNTRAINED, PENDING, or OUTDATED.

Fix:

• Upload at least one supported document if the bot has no data.
• Train the bot from the Source settings tab.
• Wait for PENDING training to finish.
• Retrain if the bot is OUTDATED after document changes.

→ More detail: Bot is not ready

"This website is not authorized to use this widget."#

Likely cause: the current page's origin is not in the Allowed Origins list.

Fix:

1. Open the bot's Embed tab.
2. Add the exact origin of the site loading the widget, including protocol and port.
3. Add both https://example.com and https://www.example.com if you serve both.
4. Reload the website.

→ More detail: Allowed origins

"Failed to start chat. Please try again."#

Likely cause: Pegasus could not create the visitor session. This can be temporary, or it can mean the bot/widget state changed while the page was open.

Fix:

• Reload the website and open the widget again.
• Confirm the widget is still Active.
• Confirm the bot is still READY.
• Check Allowed Origins if the site was recently moved to a new domain.

If the error continues after those checks, contact the workspace owner or support with the bot name and website URL.

"Failed to send message. Please try again."#

Likely cause: the visitor session started, but the message request failed. Common causes are daily credit exhaustion, a bot status change, or a temporary network interruption.

Fix:

1. Try one more message

   A transient network failure can recover on the next request.

2. Check daily credits

   Open Subscription or Usage in Pegasus. If the workspace is out of credits, wait for the UTC reset or upgrade.

3. Check bot status

   Make sure the bot is still READY. If documents changed, retrain before asking visitors to try again.

Quick checklist#