Troubleshooting index: start from the symptom

Find below what is happening and open the guide that fixes it. If the problem is that your agent has stopped answering, start with your agent is not replying: it gathers the most common causes on every channel.

The agent

• It does not reply to any customer, or it suddenly stopped: your agent is not replying.
• It replies, but says it does not have that information or answers in generalities: why your agent says it does not know.
• It gives an old fact (opening hours or a price that has changed): keep knowledge up to date.
• It answers in a tone or a language you do not want, or talks about things it should not: adjust how your agent answers.
• It hands too many conversations to a person, or none: adjust how your agent answers.
• You want to know why it answered what it answered: test your agent and read the diagnostics.

Knowledge

• A source shows Failed or stays Queued: accepted files and knowledge limits.
• You cannot upload a file, or the app says the format is not supported: accepted files and knowledge limits.
• Your website is not imported, or only part of it is: add knowledge.
• The app says you have reached your plan’s limit of sources: plans and credits.

Your website chat

• The chat button does not appear on your page: the chat does not appear on your website.
• It appears, but on typing it says “This chat is not available right now.”: no credits left, or the trial or the subscription has ended.
• You do not know where to paste the code: install the chat on your website, with the guides for WordPress, Shopify, Wix, Squarespace and Webflow.
• You changed the colours or the texts and your website looks the same: customise the look of your website chat.
• Your chat shows up on a website that is not yours, or you want to prevent it: limit the chat to your domains.

WhatsApp

• Under Channels, WhatsApp shows “Not available yet”, or one of the ways to connect shows “Not available”: connect WhatsApp.
• A customer wrote and got no reply: a WhatsApp message was not answered.
• A reply you wrote yourself shows as Not delivered: the 24-hour rule.
• You connected your Twilio number and no messages arrive: connect a number from your own Twilio account.
• You requested a new number and it still says “Being prepared”: request a new number from iAgentify.
• Meta rejects the connection of your number: connect your current WhatsApp Business number.

Instagram

• Under Channels, Instagram shows “Not available yet”, or the connection gives an error: connect Instagram.

Conversations and leads

• The agent does not answer in one particular conversation but does in the rest: take over a conversation.
• You cannot find a conversation: the conversations inbox.
• You do not get the notices about a new lead or a customer asking for a person: notices.
• The agent does not ask for contact details, or no leads show up: what your agent collects and where to find it.
• The leads file comes out with broken accents, or you cannot export: export your leads.

Credits, plan and payments

• The credits have run out: buy extra credits.
• The free trial has ended: the free trial and credits and subscribe to a plan.
• You see “Card payment is not open yet”, the bank declined the payment or the payment never finishes confirming: payment problems.
• You see Payment due next to your plan: payment problems.
• You need an invoice or want to change the details it is issued with: invoices and billing details.
• You want to change plan or cancel: change plan or cancel your subscription.

Your account and your team

• You cannot sign in or have forgotten your password: change or reset your password.
• The app asks you to verify your email and you cannot find the message: create your first agent.
• You see “You do not have access to this section” or a button you cannot press: team roles.
• You cannot invite more people, or the invitation does not arrive: invite people to your team.
• You want to delete data or close the account: deleting data.

If yours is not on the list

Open a ticket from Support, inside the app, and tell us:

• what you were trying to do and what happened instead;
• the agent and the channel affected, and the approximate time;
• the exact text of the error message. If it includes a line that starts with “Reference:”, copy it: it takes us straight to the failure.

If your agents are not replying to any customer, choose the Urgent priority.