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Symptoms first, fixes second. If your problem isn’t here, email support@anagram.ai with your project name and what you were doing.

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Setup and Shopify

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Shopify won’t connect

The connect step wants your internal Shopify subdomain, the one ending in .myshopify.com, not your public store URL. Find it in Shopify admin under Settings → Domains. If you see “Failed to connect to Shopify. Please check your store domain and try again,” this is almost always why. You also need to be logged into Shopify as a user with permission to install apps.

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My products aren’t showing up yet

The first catalog sync takes 5 to 30 minutes depending on how many products you have. Anagram notifies you when it’s done. Check progress by opening the Catalog in Brain. If you get a “Shopify sync failed” notification saying your connection is no longer authorized, the app’s access was revoked on the Shopify side (this happens if the app is uninstalled or the connecting staff account is deactivated). Reconnect Shopify from the Catalog and sync again.

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Products look wrong or outdated in chat

The agent sees your catalog as of the last sync. Fix the product in Shopify, then open the Catalog in Brain and click Sync now rather than waiting for the daily sync.

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I entered the wrong domain during onboarding

Your domain powers placement previews and web search, and it can’t currently be edited from Settings. Email support@anagram.ai and we’ll change it for you.

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Building the agent

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”Knowledge added” was already checked and I didn’t do anything

Not a bug. Web search is on by default, so your agent can already answer from your website’s pages the moment you arrive. The checklist counts that as knowledge. It’s still worth connecting your catalog and adding brand facts; see Knowledge.

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The agent gave a wrong or off-brand answer

Work out which of the three it is, because each has a different fix:
  • It didn’t know a fact, or made one up. Add the fact as a knowledge entry in Brain. Ask yourself where the agent could have found the right answer; if the answer is nowhere, that’s the gap.
  • It knew the facts but behaved wrong: promised a delivery date, recommended a competitor, got the tone wrong. Add a rule, usually a Never rule.
  • It fumbled a multi-step task like size finding. Write or tighten a skill.
Test the fix in the preview chat before saving. Unsaved edits apply to the preview automatically, with a “Testing unsaved changes” badge so you know you’re in test mode.

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My preview conversations are cluttering my analytics

They aren’t. Preview chats in Anagram never count as engagements and never appear in your analytics. Only real shoppers on your live site do.

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Placements and previews

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The Launch page won’t show a preview of my site

Placement previews screenshot your live site, which requires the production domain from onboarding. If you skipped it or it’s wrong, previews can’t load; email support to set the domain. If you see “Preview is busy right now,” it’s a temporary rate limit; wait a moment and hit Refresh preview. The preview not loading doesn’t affect your live agent. It’s only the picture in the editor.

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The agent isn’t appearing on my live site

In rough order of likelihood:
  1. Wait a few minutes. Placement settings are cached briefly, so a brand-new placement or a just-saved change can take a few minutes to appear on your storefront.
  2. Check the snippet is actually in your published theme. On Shopify it’s easy to paste into a draft theme instead of the live one.
  3. Check the placement still exists in Anagram. A deleted placement’s snippet renders nothing, silently.
  4. Scroll down. Center bars with Reveal after one page scroll turned on stay hidden until the shopper scrolls.
  5. Check the snippet wasn’t modified. It should be one line, exactly as copied, including the defer attribute.

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My custom trigger does nothing

Custom trigger placements intentionally render no Anagram button. Keep the placement snippet before </body>, then dispatch anagram:open from your own button with the placement ID:

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Suggestions aren’t showing, just the greeting

If the placement uses Auto suggestions, the very first visit to a page Anagram hasn’t seen yet shows only the greeting while suggestions generate in the background. Reload the page and they should be there. If it persists across visits, check that the placement’s suggestion mode is what you expect in the placement editor.

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My suggestion set isn’t kicking in

Three things to check, in order:
  1. Suggestion sets match on product pages only, based on the product being viewed. They won’t fire on your homepage or collection pages.
  2. The set needs a connected catalog, since collections and tags come from your Shopify sync.
  3. If the product matches multiple sets, the one higher in your list wins. Reorder so the specific set sits above the broad one.

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I picked “Show stores” and it won’t work

The Show stores opener needs two things: an Embedded inline placement (it’s not offered on other form factors) and the Show stores action enabled with locations added on the Actions page. The placement editor links you there if it’s not set up.

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Launching and billing

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Clicking Launch shows a pricing screen instead of the code

That’s the paywall. Configuring and previewing the agent is free; putting it live on your site requires a plan, and every plan starts with a 7-day free trial. See Plans and billing.

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I’m stuck on “Activating Site Agent” after checkout

This screen means we’re waiting for Stripe to confirm the subscription, and it normally resolves within seconds. If it doesn’t, refresh the page. Your payment went through if Stripe showed a confirmation; if the subscription still doesn’t activate after a few minutes, contact support rather than checking out again.

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Analytics

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Engagements are showing but assisted sales are zero

Assisted sales need your Shopify connection, which is how orders get linked back to conversations. If Shopify is connected and you’re still seeing zero, remember that a sale counts only when the shopper purchases within the attribution window after chatting, so sales naturally lag conversations. Give a new launch at least a week before judging. The Analytics page docs explain exactly how attribution is counted.

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I see conversations but no engagement count

Only messages from real shoppers on your live site count. Your own preview chats in Anagram are excluded by design.