Record the Symptom
Select the correct website and reproduce the problem on the store page. Record the page address without secret parameters, date and time, language, exact query and expected result. For a product, include its SKU and selected variant; for knowledge, the material title; for delivery, event type and recipient without a token.
Check another product, a new conversation and a mobile device. One failing offer does not mean search is entirely unavailable. Historical messages are not supposed to change after editing a material; test freshness with a new question. Preserve the exact error wording instead of summarising it as “not working”.
Separate Import from Search
| Symptom | Likely cause | Check and action |
|---|---|---|
| Product absent from account | Unselected source, feed error or access restriction | Check source, loading result and public-export permissions |
| Product present, exact SKU not found | Search processing incomplete or incorrect field | Compare SKU and processing state; repeat after updating |
| Old description found | Outdated source or manual override | Check source and product override |
| Variant has incorrect price | Parent price used instead of offer price | Check price fields and selected offer_id |
| Deleted product remains | Update did not remove old record | Check the selected catalogue update mode |
Start with the catalogue and fields. In Bitrix, check sources and export, not just key connectivity. A successful connection confirms access, not correct prices, stock or export contents. Reloading without fixing the source field repeats the error.
Check Widget Display
If account data is correct but website search is absent, open another page using the same integration. Check the selected site's public key, container, embedding location and absence of a second conflicting widget handler. Do not substitute an integration secret for the public key.
| Symptom | Cause | Action |
|---|---|---|
| Search field missing on one page | Template or container not connected | Compare the page with embedding instructions |
| Two windows or duplicate adding | Duplicate script or handler | Retain one coordinated integration |
| Old colour or greeting | Unsaved draft or different connection | Save settings and verify the website |
| Button obscured on mobile | Store layout or external overlay | Check placement and appearance |
Do not change ranking rules for a missing interface. If the field exists and sends a query but results are empty, return to data and search. If only sorting, filtering or a promotional block is wrong, check the relevant search rules instead of replacing the whole catalogue.
Investigate the Consultant's Answer
Open Chats (/lk/dialogs) and read the context preceding the problem. Identify whether the error concerns a product, attribute, delivery policy or action. Catalogue retrieval and retrieval of knowledge for generation, sometimes called RAG, require different corrections.
| Symptom | Cause | Action |
|---|---|---|
| Cannot answer policy questions | No active meaningful material | Check text and state in the knowledge base |
| File attached, empty answer | No extracted text | Add clear manual text and inspect the document |
| Uses an old rule | Duplicate or obsolete active revision | Disable old content and start a new conversation |
| Promises an unknown attribute | Insufficient or conflicting facts | Correct data and test the unknown-fact question |
| Does not perform an action | Tool not declared by integration | Check client capabilities, not stronger instructions |
Changing the model does not replace sources. “Always say it is in stock” does not repair a missing stock value and should not be used. Selection conditions must hold for one offer; an unknown value cannot count as a fulfilled condition.
Separate a Lead from Its Delivery
If the contact is absent from Requests (/lk/leads), check contact collection and the selected website first. If a lead exists but email or a CRM record does not, inspect notifications: events, enabled channel, recipient, active destination and external-service permissions. Messenger errors appear on the channel card; a saved disabled channel is not operational.
For basket issues, first open the real basket in the same session. Uncertain network results, stock rejection, wrong offers and price differences are addressed separately under basket integration. Do not make a new add click after every page refresh: it can really increase quantity.
Provide a Reproducible Case
Before requesting support, prepare a short sequence: “page → query → variant → action → actual result → expected result”. Attach a screenshot of the relevant area only, with keys and contacts concealed. Label demonstration content “Demo” rather than presenting it as your production catalogue.
State what has already been checked. Do not send tokens, cookies or other shoppers' private histories. After correction, repeat the same case and a neighbouring scenario from release verification. Close the issue when the shopper's expected result is restored, not merely when an error message disappears.