Troubleshooting & Support
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- Irrelevant or outdated responses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- Outdated knowledge content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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