FAQs

Chat Embedding FAQs

Q: My Agent isn’t showing up after I added the embed code — what should I check?

Make sure your Agent is Published in MagicBlocks.

Confirm the embed code is placed just before the closing </body> tag of your page.

If using a site builder, ensure Custom Code Injection is enabled.

Clear cache or try in incognito mode.

Check if you copied the correct workspace snippet.

If you installed via Google Tag Manager, confirm the tag is set to trigger on “All Pages.”

Q: How do I add my AI Agent to different website platforms?

Platform	How to Embed
Wix	Add the MagicBlocks script under Settings → Custom Code and set placement to Body - End . Publish the site to activate.
Squarespace	Go to Settings → Advanced → Code Injection , paste your code under “Footer.”
WordPress	Add the snippet in Appearance → Editor → footer.php , right before `</body>` . Or use a plugin like “Insert Headers and Footers.”
Shopify	Navigate to Online Store → Themes → Edit Code → theme.liquid , paste your code before `</body>` .
Webflow	In Project Settings → Custom Code , paste under “Footer Code.” Publish your site.
Google Tag Manager (GTM)	Create a new Custom HTML Tag , paste the embed script, and set the trigger to All Pages . Publish your container.

Q: My Agent appears but doesn’t respond to users — why?

A:
Check the following:

The Brain and Journey are published.

No restrictive Guardrails are blocking conversation.

The Agent has at least one Knowledge collection linked.

Test in Preview Mode first to confirm logic is functioning.

Q: Can I customize the chat widget’s look and feel?

A:
Yes. Go to Go Live → Customize Chat Appearance and modify:

Widget color, size, and icon style
Header and welcome message
Font, button style, and chat background
Widget position (left/right corner)

Changes are live once you hit Publish.

Q: How do I hide or control where my Agent appears?

Toggle visibility for Mobile/Desktop in Chat Settings.
For multi-page sites, install the embed only on desired pages.
If using GTM, set Page Path rules to show specific Agents per URL.

Q: Can I embed multiple Agents on one website?

A:
Yes — but only one per page. You can have different Agents on different pages by customizing your GTM triggers or embedding different scripts.

Q: My chat widget loads slowly — how can I speed it up?

Place the script near the bottom of your site’s body tag.

Avoid loading multiple widgets simultaneously.

Use lazy loading or defer script execution if supported.

MagicBlocks’ CDN ensures optimized delivery globally.

Email Integration FAQs

Q: How do I connect my AI Agent to handle emails?

A:
Go to Go Live → Email and:

Add your email account.
Verify the address (to allow the AI to send on your behalf).
Define your “From” name and reply signature.
Choose triggers (e.g., respond to new inquiries, follow-ups).

Q: Can my AI Agent reply automatically to emails?

A:
Yes. Once connected, your Agent can respond automatically using your Knowledge and Sales Playbook. You can also customize auto-response tone under Persona Settings.

Q: My AI replies with generic answers — how do I fix that?

A:
Ensure your Knowledge and Playbook are linked to your Agent:

Add detailed knowledge (FAQs, pricing, offers).
Review Priority Knowledge and Objection Mitigation.
Set Agent Persona to use your brand voice.

Q: Can I track email conversations?

A:
Yes. Go to Sessions → Email tab to view every inbound and outbound message, including timestamps and confidence levels.

SMS Integration FAQs

Q: How do I create an SMS Agent?

A:
Go to Go Live → SMS and follow these steps:

Connect your Twilio account.
Purchase or link an SMS-enabled number.
Import your lead list (CSV).
Build your conversational flow using the Journey Builder.
Hit Launch Campaign.

Q: My SMS messages aren’t sending — what’s wrong?

Verify your Twilio number supports SMS (and MMS).

Double-check your Account SID and Auth Token.

Complete 10DLC registration if you’re using U.S. numbers.

Ensure your contacts have opted in for SMS communications.

Q: How many leads can I send messages to at once?

A:
You can send to up to 500 leads per batch.
For larger sends, use multiple batches or stagger delivery times to avoid rate limits.

Q: Can my AI reply to incoming SMS messages automatically?

A:
Yes — your SMS Agent uses the same Journey and Playbook logic as your web Agent. Replies are fully automated, context-aware, and logged under Sessions → SMS.

Q: How do I stop users from receiving further texts if they reply “STOP”?

A:
Set up an unsubscribe rule:

Add a custom Condition for “STOP,” “UNSUBSCRIBE,” or “REMOVE.”
Mark the lead as “Opt-Out.”
Trigger a Goal that prevents future messages to that contact.

This ensures full compliance with SMS regulations.

Troubleshooting Recap

✅ Agent not showing? — Check embed code and publish status.
✅ Chat stuck loading? — Clear cache and verify script placement.
✅ Email not sending? — Reconnect your email integration.
✅ SMS failed? — Verify Twilio credentials and 10DLC compliance.
✅ Appearance not updating? — Ensure you’ve republished changes.