General Troubleshooting
Use these checks to restore customer service quickly when a page, agent, integration, or report does not behave as expected. Start with the visible symptom, protect live conversations from repeated attempts, and collect enough context for a teammate or support to continue the investigation.
A page or action is missing
Confirm that you are in the correct workspace. Then ask a workspace administrator to verify your permissions and feature availability. Some pages appear only after a required service is connected, and some actions depend on your plan.
See Navigation and access for details.
A save action fails
Check required fields and any message shown beside the form. Keep the page open, correct the highlighted value, and try once more. If the form depends on another feature, confirm that its connection is still enabled.
Do not repeatedly submit actions that create calls, messages, shipments, or external records. Check the relevant activity page first to see whether the first attempt succeeded.
A connected service is unavailable
Navigation: Open General → Integrations.
Expand the relevant integration and check its status. Use Test, Reconnect, or the equivalent action if shown. A connected account can still require renewed authorization or additional access for a specific feature.
Imported data is missing or old
Some imports and synchronizations continue in the background. Look for an in-progress banner or status, wait for it to finish, and refresh the page. If a manual Sync action is available, use it once and monitor the status rather than starting several overlapping syncs.
An agent gives an incorrect answer
- Reproduce the question in the agent’s test experience.
- Check which Knowledge Base folders are assigned.
- Search the Knowledge Base using the same wording.
- Correct or remove conflicting source content.
- Clarify the agent instructions.
- Test again before returning to automatic operation.
An agent does not reply
Check whether the agent and channel are enabled, whether a human has paused automation, and whether the contact is excluded. For email, check category mode, start date, confidence rules, existing drafts, and human-reply protections. For messaging, check Dry Run Mode, session status, channel connection, and reply timing.
Collect useful support information
When you need help, provide:
- workspace name;
- page and agent name;
- affected customer channel or connected account;
- approximate time and timezone;
- visible status or error message;
- steps that reproduce the problem;
- whether the issue occurs in a test, live interaction, or both.
Never send passwords, API keys, connection tokens, or full customer-sensitive content in a support message.