Troubleshooting
Most problems resolve quickly once you know which layer is failing. Work down in order — each section assumes the ones above it are healthy.
Nothing is arriving
- Is the channel live? Project → Channels. Paused stops new conversations landing. Pairing, dropped or unlinked mean there is no working connection — reconnect.
- Is the contact on the Hidden board? Hidden contacts are never read.
- Is it a group? Groups land but are never answered.
- Did you message from the same phone? Test from a different number.
Conversations arrive, but the agent does not answer
- Is this board's switch on? Each board has its own. See On and off.
- Has a message arrived since you flipped it? A change takes effect on the next inbound message.
- Has someone taken the conversation over? A taken conversation is intentionally the person's, not the agent's. Hand it back to resume.
- Is it a group? Groups are excluded from answering, always.
It answers, but the answer is wrong
- Does the answer cite a source? Open Logs. No source, or a surprising one, points at knowledge rather than the agent.
- Is the source loaded and ready? A newly added source is queued before it is answerable. See Ingest.
- Can this board's agent read it? A source in a bucket the agent is not bound to is invisible to it. See What it knows.
- Is the guardrail written, or just intended? See Guardrails.
Reproduce it in Playground once you have a theory — same profile, same knowledge, no customer waiting.
A conversation is on the wrong board
Check, in order: has a person placed it there (that always wins)? Does an earlier board's scope also match? Is the board you expected neutral — no tags, no departments — and therefore never auto-matching? See Board membership.
The agent is not following up on its own
That is expected. Proactive follow-ups toward a board's objective are not yet switched on — see Columns and objectives. What the agent does today is answer, on boards where its switch is on.
Still stuck
For API-side problems — ingestion, keys, endpoints, error codes — continue in Context troubleshooting and the error catalog.