1) Channel not receiving messages
Symptoms:
-
No inbound chats in inbox
Checks: -
Channel status is Live
-
Token/permissions valid
-
Webhook reachable
-
Correct connected account/page/bot
Fix: -
Reconnect channel
-
Reauthorize permissions
-
Retest inbound/outbound flow
2) AI not replying
Symptoms:
-
Messages received, no AI response
Checks: -
AI enabled for channel
-
Knowledge base has matching content
-
Conversation not forced to human-only mode
-
No blocked/risky intent triggered
Fix: -
Add missing FAQ entries
-
Lower strictness for non-risk intents
-
Review AI logs and confidence behavior
3) Wrong AI answers
Symptoms:
-
Irrelevant or outdated responses
Checks: -
Outdated knowledge content
-
Missing policy constraints
-
Ambiguous questions not covered
Fix: -
Update/clean FAQs
-
Add restricted intents and handoff rules
-
Create weekly QA review loop
4) Human handoff not triggering
Symptoms:
-
AI continues when agent should take over
Checks: -
Escalation rules configured?
-
Priority/sentiment triggers active?
-
Queue mapping exists?
Fix: -
Add explicit handoff keywords/rules
-
Validate escalation queue
-
Test with known high-risk scenarios
5) Agent assignment not working
Symptoms:
-
Conversations remain unassigned
Checks: -
Assignment rules enabled
-
Agent availability/roles valid
-
Queue/skill mapping correct
Fix: -
Set fallback queue
-
Configure round-robin or skill-based routing
-
Ensure at least one active owner per queue
Payment succeeded but activation pending
Symptoms: -
Paid but workspace/channel not active
Checks: -
Payment reference captured
-
Billing webhook received
-
Tenant status updated
Fix: -
Resubmit payment reference in Billing
-
Trigger manual reconciliation
-
Confirm activation event completion
8) API integration failing (401/403/429)
Symptoms:
-
Auth/rate-limit errors
Checks: -
Bearer token valid/active
-
Scope permission correct
-
Key revoked/expired
-
Request burst too high
Fix: -
Rotate/regenerate key
-
Correct scope mapping
-
Add retry with backoff for 429
9) Widget installed but not visible
Symptoms:
-
Website chat bubble missing
Checks: -
Script placed before
-
Cache/CDN stale
-
CSP blocking script
-
Ad/script blocker interference
Fix: -
Clear cache + hard reload
-
Verify console errors
-
Add allowed domain in CSP
10) Support escalation template
When contacting support, always include:
-
Workspace ID
-
Channel
-
Conversation ID
-
Exact timestamp (with timezone)
-
Error screenshot/log snippet
-
What was expected vs actual
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