Suggested questions don't appear on my product pages
On each product page, the Olvio widget shows up to two suggested questions between your Hook question and the question field. When they're missing, the widget doesn't show an error, so work through these checks in order. Suggested questions are included in every plan: Starter, Growth and Scale.
If the whole widget is missing, not only the questions, see The widget isn't showing on my storefront.
1. No Anthropic API key is saved
Without a saved key, the widget still appears on your product pages, but it shows no suggested questions, not even the ones you wrote on the Questions page. The chat can't answer either.
In the Olvio admin, open API Key.
If the page shows Not configured, no key is saved.
Paste your key in the API key field and click Save in the save bar.
Questions start appearing on your product pages shortly after the key is saved. For the full steps, see Connect your Anthropic (Claude) API key.
2. Your key is saved but no longer works
Connected on the API Key page only means that a key is saved: Olvio tests a key when you save it, not afterwards. If Anthropic stops accepting the key later, for example because it was removed from your Anthropic account or because of a billing issue, Olvio can't write new questions and the chat replies with an error.
Questions Olvio already wrote keep showing for a while, so the problem often appears on some products first. Your own questions are affected too, unless you wrote both questions of a product: those keep showing wherever the widget shows questions in your default language, which on Starter is every page.
To check the key, enter it again, or a new one, on the API Key page and click Save in the save bar. Olvio tests it with Anthropic before saving it and shows an error message if Anthropic refuses it. See 'Invalid Anthropic key' error when saving and The chat replies 'Sorry, an error occurred. Please try again.'.
3. The product isn't synced to Olvio yet
Olvio only shows suggested questions for products it has synced from your Shopify catalog. New products and product edits sync automatically shortly after you save them in Shopify.
Open Questions in the Olvio admin, make sure All statuses is selected, and type part of the product's name exactly as it's written in Shopify in Search products. If the product still isn't listed, Olvio hasn't synced it yet.
On the Olvio Dashboard, check the catalog status. Catalog synced means the import is finished. While Setting up your product catalog or Catalog sync in progress shows, wait: the page updates on its own when the import is done.
If Catalog sync failed shows, click Retry sync. If your store had no products yet when Olvio imported your catalog, the import ends this way too: add your products in your Shopify admin, then click Retry sync.
If a product is still missing once the catalog is synced, click Resync now next to Catalog synced. You can use it once every 24 hours. When it's grayed out, hover over it to see when it's available again. Products you add or edit in Shopify keep syncing automatically in the meantime. Retry sync after a failed sync isn't limited.
The Some products aren't fully indexed message doesn't stop suggested questions from showing. Its Resync now button isn't limited.
4. The product's questions are still being written
If a product has no questions yet when a shopper opens its page, Olvio writes them at that moment. This can take a few seconds, and the widget appears once the questions are ready. Later visits reuse them, so the widget appears faster.
If Olvio can't write the questions in time, or the attempt fails, the widget appears without them. Olvio tries again on a later visit, so wait a minute or two and reload the page.
If a product still gets no questions after several tries while other products do, write both of its questions yourself on the Questions page. Both questions then show without the AI on pages in your default language. On pages in the other languages your widget serves, Olvio still uses the AI with your key, for example to translate them, so questions can still be missing there. See Customize the suggested questions on your product pages.
5. The AI's question shows instead of yours
When you save a question on the Questions page, Olvio doesn't keep it if it contains <, > or a link prefix such as http:, https:, mailto:, tel:, sms:, file:, data: or javascript:. Link prefixes are detected anywhere in the text, so Pastel: which shade suits me? isn't kept either, because it contains tel:.
No error is shown: the Saved message appears and the cell gets its sparkle icon back. It's usually empty and shows Generated on first visit until the AI writes a new question, usually the next time a shopper opens the product page. Rephrase your question and save again.
A saved question reaches your storefront within a few minutes. A browser that already showed the product may keep the earlier questions a few minutes longer, so check in a private browsing window.
6. The questions are in another language, or missing on some languages
Suggested questions are written in the page's language when your widget serves that language, and in your default language otherwise. Your widget serves your default language plus other published languages Olvio supports, up to your plan's allowance. On Growth, which can serve one other language, that language is the one checked in the Languages card on the Advanced tab of Appearance: if your store publishes several other languages, pages in the unchecked ones get questions in your default language. On a page in a language Olvio doesn't support, questions are in English when your widget serves English. If Hide the widget on languages Olvio doesn’t cover is checked in the same card, the whole widget is hidden on pages in the languages your widget doesn't serve. See The widget or the AI uses the wrong language.
7. Your storefront uses another domain
Suggested questions show on your store's .myshopify.com address, on your primary domain, and on subdomains of your primary domain, such as fr.example.com. Subfolders, such as example.com/fr, are part of your primary domain, so they work too.
On any other domain, such as a Shopify Markets market with its own top-level domain (example.fr while your primary domain is example.com), the widget can still appear, but it usually shows no suggested questions (they may appear now and then) and the chat can't answer. See The chat replies 'Sorry, an error occurred. Please try again.'.
8. Custom CSS hides the question buttons
If you added CSS in the Custom CSS card on the Advanced tab of Appearance, make sure no rule hides .olvio-suggestion-btn or .olvio-suggestions. Custom CSS only applies to the widget on your storefront, not to the Live preview in Appearance, so check on the storefront itself.
Still missing?
Contact us with the URL of the product page, and tell us whether the questions are missing on every product or only on some, and in which language. See Contact us and support hours.