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Domain and SSL Issues

If your custom domain does not open your Agentsy AI Experience, displays a certificate warning, or redirects visitors to the wrong page, use this guide to narrow down the cause. Most domain problems fall into one of four categories: DNS configuration, domain connection status, HTTPS/SSL certificate readiness, or redirect and browser behavior.
This guide is for troubleshooting an existing custom-domain setup. For initial configuration, see Custom Domains and DNS or Custom Domains.

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Before you begin

Have the following information ready:
  • The exact custom domain or subdomain you want to use, such as ask.example.com.
  • Access to the DNS management area at your domain provider.
  • Access to your Agentsy AI Experience settings.
  • The DNS record type, name, and target shown in your Agentsy configuration, if available.
  • The full error message or a screenshot of the problem.
Do not copy DNS targets from examples, another customer’s setup, or a third-party tutorial. Use the record values provided for your own Agentsy configuration. Changing unrelated DNS records can interrupt email, websites, and other services.

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1. Identify the symptom

Start with what the visitor actually sees.

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2. Check your DNS records

Open your DNS provider’s management panel and compare the domain’s current records with the values specified in Agentsy.
  1. Confirm that you are editing the correct domain and DNS zone.
  2. Check the record type required by your setup, such as CNAME, A, or another record specified by Agentsy.
  3. Check the host/name field. Providers may represent the root domain as @, while a subdomain might use a name such as ask.
  4. Compare the target/value exactly with the value shown in Agentsy.
  5. Look for conflicting records or forwarding rules for the same hostname.
  6. Save corrections, then allow time for DNS changes to become visible.
If you use a subdomain such as ask.example.com, review records for that subdomain rather than changing records for the main example.com website.

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Common DNS mistakes

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3. Allow for DNS propagation

DNS changes are not always visible immediately. Different networks and resolvers may temporarily return different results because of caching and record time-to-live (TTL) settings. If you recently changed a record:
  • Confirm the new value is saved at the authoritative DNS provider.
  • Check whether the domain resolves from another network or device.
  • Avoid repeatedly changing records while waiting; doing so can make diagnosis harder.
  • Recheck the domain after DNS caches have had time to refresh.
DNS propagation does not have one guaranteed completion time. A record may appear quickly in one location and take longer in another. If the authoritative record is wrong, waiting alone will not fix it.

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4. Check HTTPS and SSL certificates

HTTPS protects the connection between visitors and your AI Experience. A browser warning can indicate that the certificate is not yet available, does not match the hostname, or cannot be validated.

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If you see a certificate warning

  1. Verify that the hostname in your browser is exactly the one configured in Agentsy.
  2. Confirm that its DNS records point to the correct destination.
  3. Check the domain’s connection or verification status in Agentsy, where available.
  4. Allow for certificate provisioning after a newly completed domain connection.
  5. Test the HTTPS URL again in a current browser.
Do not bypass a certificate warning to enter credentials or sensitive information.
Do not instruct visitors to ignore browser security warnings. If the warning persists, investigate the certificate and domain configuration before sharing the link publicly.

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Common HTTPS symptoms

Agentsy’s domain infrastructure may manage certificate issuance for supported custom-domain setups. Do not assume that purchasing a separate certificate or manually uploading one is necessary unless your configuration explicitly requires it.

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5. Check redirects and website routing

Sometimes the domain resolves and HTTPS works, but visitors arrive at the wrong page. Check the following:
  • Domain forwarding: Look for forwarding rules at your domain registrar or DNS provider.
  • Website redirects: Review redirects configured on any existing website or proxy service using the hostname.
  • Hostname differences: Test the exact configured hostname, including whether you are using www, the root domain, or a subdomain.
  • Access settings: Check whether the AI Experience is public, private, or invite-only.
  • Visitor navigation: Test the logo, home-page link, registration flow, and chat entry point as a signed-out visitor.
If a visitor clicks the AI Experience logo and unexpectedly lands on a sign-in page, the issue may be an application navigation or access-control problem rather than DNS. See Sign-In Problems and Public and Private Access.

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6. Compare the Agentsy address with the custom domain

If your AI Experience has an Agentsy-provided address, test both addresses separately.
This comparison is a diagnostic clue, not definitive proof of the cause. A working Agentsy address does not automatically confirm that every custom-domain setting is correct.

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7. Test the visitor experience after a fix

Once the domain loads, verify the full experience rather than stopping at the home page.
  • Open the exact custom-domain URL in a private or incognito browser window.
  • Confirm the page loads over HTTPS without security warnings.
  • Check the brand name, logo, and expected landing-page content.
  • Start a conversation or follow the guest-chat entry flow.
  • Verify that registration or invitation behavior matches the configured access mode.
  • Click the logo and navigation links to check for unexpected redirects.
  • Test on a mobile device or a second browser.
For additional checks, see Testing Your Assistant and Mobile Experience.

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8. When to contact support

If the issue continues after checking the domain, DNS, and browser behavior, prepare a concise report with: Share DNS record names and public targets when relevant, but never share passwords, private API keys, authentication tokens, or other secrets. For guidance on submitting a reproducible issue, see Report a Bug or Contact Support.

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Domain troubleshooting checklist

  • I confirmed the exact domain or subdomain configured in Agentsy.
  • I checked the authoritative DNS provider and required record values.
  • I checked for conflicting records and forwarding rules.
  • I allowed time for DNS caches to update after any changes.
  • I tested HTTPS without bypassing security warnings.
  • I compared the custom domain with the Agentsy-provided address.
  • I tested visitor navigation, registration, and chat access.
  • I collected error details before contacting support, if needed.