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Common Issues and Quick Fixes

Having trouble? Start here. These are the most common issues and how to fix them fast.

My agent isn't responding​

What's happening: You send a message but get no response, or you see a loading spinner that never stops.

Quick fixes:

  1. Check your conversation credits - Go to Settings > Usage. If you're out of conversation credits, your agent can't respond.

  2. Make sure the agent is trained - An untrained agent can't answer questions. Look for a green "Trained" status on your agent.

  3. Refresh the page - Sometimes a simple refresh fixes connection issues.

  4. Check your internet connection - Try loading another website to make sure you're online.

  5. Try the Playground first - Test your agent in the Playground. If it works there but not on your website, the issue is with the widget installation.

Still not working? See Agent Not Responding for more detailed help.

Chat widget not showing on my website​

What's happening: You added the code to your website, but the chat bubble doesn't appear.

Quick fixes:

  1. Check if the code is in the right place - The embed code should be just before the </body> tag in your HTML.

  2. Clear your browser cache - Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to do a hard refresh.

  3. Try a different browser - Some browser extensions can block chat widgets.

  4. Check for JavaScript errors - Right-click on your page, select "Inspect," then click "Console." Red errors might show what's wrong.

  5. Verify the agent is connected - Go to Channels in your agent settings and make sure the Chat Widget shows as "Connected."

Still not showing? See Chat Widget Issues for platform-specific help.

Training failed​

What's happening: You clicked Train, but got an error message.

Quick fixes:

  1. Check your data storage - Training uses your plan's data storage limit. Make sure you haven't exceeded it.

  2. Check file formats - Supported types are PDF, DOC, DOCX, PPT, PPTX, XLS, XLSX, CSV, PNG, JPG, JPEG, GIF, MD, and TXT.

  3. Check file size - Each file must be under 10MB.

  4. Try with one file - If you uploaded multiple files, try training with just one to find the problem file.

  5. Re-upload the file - Sometimes files get corrupted during upload. Delete and re-upload.

Still failing? See Training Errors for more solutions.

Agent gives wrong or weird answers​

What's happening: Your agent responds, but the answers don't make sense or contain incorrect information.

Quick fixes:

  1. Check your training content - The agent can only know what you teach it. Make sure your documents are accurate and complete.

  2. Make your instructions clearer - Go to Agent Specifications and add more detail to the Instructions field. Be specific about how the agent should respond.

  3. Add more FAQs - FAQ-style training (question + answer pairs) is often more effective than long documents.

  4. Set restricted topics - If the agent talks about things it shouldn't, add those topics to the Restricted Topics list.

  5. Retrain after changes - Any time you update content, click Train again.

Can't log in​

What's happening: You can't access your account.

Quick fixes:

  1. Check your email address - Make sure you're using the same email you signed up with.

  2. Reset your password - Click "Forgot password" on the login page to get a reset link.

  3. Check your spam folder - Password reset emails sometimes end up in spam.

  4. Try a different browser - Clear cookies or use incognito mode.

  5. Check if Caps Lock is on - Passwords are case-sensitive.

WhatsApp not connecting​

What's happening: You're trying to connect WhatsApp but it fails or stays "Disconnected."

Quick fixes:

  1. Use a WhatsApp Business account - Regular WhatsApp won't work. You need WhatsApp Business.

  2. Complete the OAuth flow - Make sure you finish all the steps in the connection popup.

  3. Check your WhatsApp Business settings - Make sure the phone number isn't already connected to another service.

  4. Try disconnecting and reconnecting - Sometimes a fresh connection attempt works.

Need more help? See WhatsApp Issues for detailed setup instructions.

Payment not going through​

What's happening: You're trying to upgrade or buy credits, but the payment fails.

Quick fixes:

  1. Check your card details - Make sure the card number, expiry date, and CVV are correct.

  2. Try a different card - Some cards block certain types of transactions.

  3. Check with your bank - Your bank might be blocking the transaction as suspicious.

  4. Make sure you have funds - Verify your card has enough credit or balance.

  5. Disable VPN - Some VPNs can interfere with payment processing.

Still having trouble? See Payment Issues or contact support.

My conversations aren't showing in Customers​

What's happening: You know people are chatting, but you don't see the conversations.

Quick fixes:

  1. Refresh the Customers page - Conversations should appear within a few seconds.

  2. Check the date filter - Make sure you're viewing the right date range.

  3. Check you're in the right workspace - If you have multiple workspaces, conversations are separate.

  4. Verify the agent is connected - The chat widget or WhatsApp must be properly connected.

Nothing here matches my issue​

If your problem isn't listed above:

  1. Check our FAQ for more answers
  2. Look at the specific troubleshooting pages listed on the left
  3. Contact our support team - we're happy to help
Before contacting support

Take a screenshot of any error messages you see. This helps us solve your problem faster.