Appifire Technical Troubleshooting Playbook

Most support incidents can be resolved quickly when your team follows a consistent troubleshooting order.

Fast triage (2 minutes)

Before detailed debugging, capture:

1. Store domain
2. Exact issue ("widget missing", "wrong answer", "order lookup failed")
3. Time observed (UTC)
4. Screenshot or screen recording

Then run the matching play below.

1) Widget not visible on storefront

Start with the fastest checks:

• Confirm "Enable chat widget on storefront" is on.
• Verify theme extension placement and that the active theme is the one being tested.
• Hard-refresh storefront and test in a private browser window.

If hidden intentionally in settings, no storefront code change is required to re-enable.

If still failing, test in another theme preview to isolate theme-level issues.

2) Product answers are stale or incomplete

Check product ingestion path:

• Confirm initial or recent product sync completed.
• Validate product update webhooks are firing.
• Verify important product fields (description, variants, tags) are populated.

Poor source product data causes poor answers even when AI retrieval is working.

3) Order-status replies fail or are incorrect

For order troubleshooting:

• Verify order-read permissions exist.
• Test with explicit order references (#1001, order: 1001).
• Check whether the assistant is in "awaiting order number" follow-up flow.
• Confirm Shopify API responses are successful.

If lookup fails, use fallback messaging and direct to support instead of returning ambiguous replies.

4) Usage limit / credit issues

When merchants report blocked replies:

• Free plan: check current monthly usage vs cap.
• Paid/wallet path: check remaining credit balance.
• Post-cancel cases: verify whether leftover wallet credit is still being used.

Use billing page values as your first source for merchant-facing status.

5) Monthly reset confusion

If a merchant says usage did not reset:

• Confirm current UTC date/time versus reset schedule.
• Confirm reset job endpoint execution on day 1.
• Verify shop is on free plan for free-counter reset behavior.

The reset route is guarded and safely skips writes on non-day-1 calls.

Escalate with complete ticket context

For every technical ticket, capture:

1. Store domain
2. Symptom and exact error text
3. Time window (UTC)
4. Plan state (free/paid)
5. Last known working behavior

Optional but useful:

6. A sample order number used for testing
7. Browser + device used
8. Whether issue reproduces in private/incognito mode

Complete ticket context reduces back-and-forth and speeds up fixes.