2. Troubleshooting

Use these checks to narrow down a problem before contacting support. Note the workspace, time, action and exact error, and change one thing at a time. Use fictional records when reproducing a problem where possible.

Agent answers

Problem: an answer is inaccurate or the agent hands off unexpectedly.

• Check the workspace, connected knowledge base and the source's Active and READY state.
• Inspect the extracted content and try the same question in AI agent → Test.
• Correct facts in the source; adjust style through Guidance.
• If the live agent stays silent, also check conversation status, AI handling, live-channel switches and credits.

If the problem remains, share the question, expected source and actual response with support.

Uploads

Problem: a file is rejected or processing fails.

• Check the format, file size and readable text. Scanned PDFs are not processed with OCR.
• Use the separate FAQ import workflow for spreadsheets, with Question and Answer headers.
• Inspect the error and correct the file before retrying. An expired preview needs another upload.

Accepted jobs can spend credits before failing. Avoid repeated resyncs without addressing the cause; include the filename, source state and error when asking for help.

Widget identity

Problem: a signed-in customer appears anonymous or authentication expires.

Check the workspace, signing secret, HS256 signature, subject and expiry. Generate a fresh token on your server and reset the widget on sign-out. Check email_verified separately from identity authentication.

When escalating, share the error and claim names, not the token or secret.

Notifications

Problem: a browser notification or sound does not arrive.

• Check personal preferences, browser permission, workspace membership and the application's connection.
• Ask another person to assign or mention you.
• Keep Converso open but move focus to another tab or window. Browser notices and sound are suppressed while Converso has focus.

Check the in-app feed to distinguish a missing event from a browser-display problem. Include the event type and whether it appeared in the feed when contacting support.

Messaging

Problem: a reply cannot be sent or a WhatsApp message fails.

Check whether the thread is closed, the channel is disconnected, or in the case of WhatsApp, a template is required or the payment method held by Facebook is valid. Review business approval, template status and channel-health notices, and respect contact blocks.

A message row does not prove successful delivery. Include the message time and failure text if you need support to investigate.

Reporting

Problem: a report differs from Inbox or an earlier export.

Check workspace access, filters and both the browser and business timezones. Overview shows current state; other tabs use different event dates. Refresh the view and account for reopened, deleted or retagged conversations.

Compare metric definitions before treating a difference as missing data. Share the report, range, filters and comparison figures if the discrepancy remains.

Help-centre access

Problem: the help centre or an article shows “not found”.

Use Open help center to check the configured address. Confirm business approval, the centre's Published setting and the article's published status. The hosted path begins /portal/<slug>/; an extra path prefix in the configured help-centre base URL can produce incorrect links.

If the page still fails, send support the URL and whether it is your local or deployed environment. Leave credentials and tokens out of the report.

Related guides: Known issues, Contact support.