Troubleshooting
This guide covers the issues tenants run into most often, organized by area. Each item lists the problem, the likely cause, and what to check from the dashboard.
If something here doesn’t resolve it, contact support with the conversation ID or contact name and the approximate time the issue occurred.
Messages not arriving
Section titled “Messages not arriving”A customer says they messaged you, but nothing shows in the Inbox
Section titled “A customer says they messaged you, but nothing shows in the Inbox”Likely cause: The channel that customer used isn’t connected, or messages from it are being routed somewhere unexpected.
What to check:
- Open Settings → Channels and confirm the channel the customer used shows as Connected. See Channels overview.
- Confirm the customer messaged the correct address, number, or page for that channel.
- Check the Inbox filters — the conversation may be filtered out (for example, hidden by a status or assignment filter) rather than missing.
New messages appear with a delay
Section titled “New messages appear with a delay”Likely cause: Brief processing lag, or a temporary connection issue with the messaging provider.
What to check:
- Refresh the Inbox. Most messages appear within seconds, so a persistent multi-minute lag usually points to a channel connection problem.
- Open Settings → Channels and look for a warning badge on the affected channel.
A channel shows disconnected
Section titled “A channel shows disconnected”A channel badge shows “Disconnected” or a warning
Section titled “A channel badge shows “Disconnected” or a warning”Likely cause: The connection to the messaging provider expired, an access token was revoked, or credentials were changed on the provider’s side.
What to check:
- Open Settings → Channels, select the channel, and reconnect or re-authorize it following Connect a channel.
- Confirm nobody changed the linked account’s password or permissions on the provider side (for example, on the social or messaging platform itself).
- After reconnecting, send a test message to confirm two-way delivery.
Outgoing replies fail to send
Section titled “Outgoing replies fail to send”Likely cause: The channel is connected for receiving but the send permission lapsed, or the provider applied a messaging restriction.
What to check:
- Reconnect the channel from Settings → Channels to refresh send permissions.
- Some channels limit outbound messages outside a response window. If only older conversations fail to send, this is the likely reason.
The AI agent isn’t responding (or responds incorrectly)
Section titled “The AI agent isn’t responding (or responds incorrectly)”The AI agent doesn’t reply at all
Section titled “The AI agent doesn’t reply at all”Likely cause: The agent is paused, a human has taken over the conversation, or the channel isn’t enabled for AI replies.
What to check:
- Confirm the AI agent is enabled for that channel and conversation. See AI Agent overview.
- Check whether the conversation is in human handoff — once an agent takes over, the AI stops replying until it’s handed back.
- Confirm the conversation isn’t queued as a follow-up to be revisited later rather than answered now.
The AI agent replies, but the answers are wrong or off-topic
Section titled “The AI agent replies, but the answers are wrong or off-topic”Likely cause: The knowledge base is missing the relevant information, the persona/instructions need refining, or the agent matched the wrong skill for the request.
What to check:
- Review your Knowledge Base — if the answer isn’t documented there, the agent can’t reliably give it. See AI Agent overview.
- Review the persona and instructions to make sure they reflect how you want the agent to respond.
- Use the agent’s test and review tools to replay the conversation and see which knowledge and skills were used.
The AI agent replies in the wrong language
Section titled “The AI agent replies in the wrong language”Likely cause: The language is detected from the customer’s message, so a mixed-language or very short opening message can be read differently than expected.
What to check:
- Check the customer’s first message — language is inferred from what they wrote.
- If a customer consistently gets the wrong language, note the exact opening message and share it with support.
Contacts and import issues
Section titled “Contacts and import issues”A contact is missing or appears twice
Section titled “A contact is missing or appears twice”Likely cause: The same person reached out on two channels and wasn’t matched, or one record was merged/removed.
What to check:
- Search Contacts by name and by phone or email — duplicates often differ only by how the identifier was stored.
- If you find duplicates, merge them from the contact record so history stays in one place.
An import didn’t add all my contacts
Section titled “An import didn’t add all my contacts”Likely cause: Some rows were skipped due to missing or malformed required fields, or they matched existing contacts and were treated as updates rather than new records.
What to check:
- Confirm your file’s columns map to the expected fields (such as name and phone or email).
- Check that phone numbers are in a consistent format. Inconsistent formatting is the most common reason a contact isn’t matched or imported as expected.
- Review the import summary, if shown, for skipped or updated rows.
Login and access problems
Section titled “Login and access problems”You can’t sign in
Section titled “You can’t sign in”Likely cause: Wrong credentials, or your account isn’t linked to an active workspace yet.
What to check:
- Confirm you’re using the correct email and password, and reset the password if unsure.
- If sign-in succeeds but you can’t reach the dashboard, your account may not be attached to a workspace yet — ask a workspace admin to invite you.
You signed in but see “no organization” or an empty workspace
Section titled “You signed in but see “no organization” or an empty workspace”Likely cause: Your account isn’t a member of an active workspace, or you need to select one.
What to check:
- If prompted, select or create a workspace to continue.
- If you expected to join an existing workspace, confirm an admin has added you as a member. See Settings overview.
A teammate can see some areas but not others
Section titled “A teammate can see some areas but not others”Likely cause: Their role grants limited permissions.
What to check:
- Review the teammate’s assigned role and adjust it under team settings if they need broader access. See Settings overview.