Ask AI in the Finalsite Enrollment Parent Portal: Troubleshooting

If Ask AI isn't showing up or isn't answering questions in the Finalsite Enrollment Parent Portal, the steps below cover the most common causes.

In this Article

• Ask AI Widget is Not Appearing in the Finalsite Enrollment Parent Portal
• Ask AI isn't answering questions

Ask AI widget is not appearing in the Finalsite Enrollment Parent Portal

If parents (or you) can't see the Ask AI chat widget in the Parent Portal, check the following:

Step 1: Make sure Test Mode is off in Ask AI

When Test Mode is enabled, the widget is hidden from parents. It only appears in a preview environment visible to admins. To go live:

1. In your Ask AI admin dashboard, go to Test & Launch.
2. Confirm that Test Mode is turned off.
3. If you just turned it off, allow a few minutes and then refresh the Parent Portal.

Step 2: Check for a trailing slash in the Parent Portal URL

Ask AI's script can fail to load if the Parent Portal URL has a trailing slash ( / ) at the end (e.g., portal.fsenrollment.com/ instead of portal.fsenrollment.com).

• Check the URL your school uses for the Parent Portal and remove any trailing slash. 
• If the script was pasted with a URL mismatch, re-copy the script from the Ask AI Test & Launch page and paste it fresh into EMS > Settings > Portal > Parent Portal Content > Custom Script.

Step 3: Confirm the script is saved correctly in EMS

• Verify the script is present and saved in Settings > Portal > Parent Portal Content > Custom Script in EMS.
• If the field is empty or the script looks incomplete, return to Ask AI's Test & Launch page, copy the script again, and re-paste it.

Still need help? If you've tried the steps listed above and the widget is still not visible, contact Finalsite Support for assistance.

Ask AI isn't answering questions

If the widget appears but can't answer certain questions, the most likely cause is that the relevant information isn't in Ask AI's knowledge base.

Ask AI only answers questions based on the sources your school has added. It cannot access student records, application data, or any information not explicitly included in its knowledge sources.

To improve answers:

1. In your Ask AI admin dashboard, go to Knowledge.
2. Review the sources currently added (website pages, help articles, uploaded documents).
3. Add any missing sources. For example, your enrollment FAQs, tuition information page, etc.
   • Recommended: Add the Parent Portal Help Center as a knowledge source so parents can get help with portal navigation.

Allow some time for newly added sources to be indexed before testing again.

Still need help? If you've added sources and answers still aren't improving, contact Finalsite Support for assistance.