The agent does not reply
Replies contain wrong or outdated information
- The change is not published. Customers, Test Agent and the sandbox all use the published version. Open the agent: if the header says “You have unpublished edits” or “A saved update is ready”, click Save & review and then Publish changes. See Test and publish.
- The agent cannot read the right folder. In the Knowledge Base section of the agent page, switch on the folder that holds the article, then publish. Only published articles are used; see Connect knowledge to agents.
- Product details are stale. Prices and stock come from the connected store; use Resync products under Integrations if the catalog is behind. See Product catalog.
- The conversation is old. An open conversation keeps the version it started with unless you published with Also update customer chats already in progress. New conversations already use the new version.
The agent hands over too often
The agent never hands over
- The Handover capability is off. The agent can only hand over when it is switched on in the Capabilities section; turn it on, then publish.
- The custom handover instructions do not describe the situation. Add the case, for example “when the customer asks for a refund”.
- Handover to human after max retries in AI Manager needs Handover to be on as well; the app refuses the option otherwise (“Handover capability must be enabled to use this feature”).
Replies are slow
- Delay agent response waits a random number of seconds inside the range you set (1 to 60 seconds) before every reply, to look more human. Turn it off or narrow the range.
- AI Manager retries a reply that scores below the target, up to Maximum retry attempts times. Each retry adds time; the hint in the app warns that higher values may cause delays.
- After publishing with Also update customer chats already in progress, open conversations switch version on their next reply; nothing is re-sent, so no delay comes from the publish itself.
Changes are not taking effect
Test Agent or the sandbox behaves differently from live
- Both use the published version, so they cannot show unpublished edits (see above).
- Test Agent opens the agent you are editing. The WhatsApp sandbox always uses the workspace’s default agent, which may be a different agent with different instructions and knowledge. Check the Default badge in Agents → Agents.
- The sandbox replies that the number is not linked to any workspace if your phone number is not registered under Manage Sandbox, and that no default agent is set up yet if the workspace has no default agent.
- Test and sandbox conversations are real: they appear in the Inbox and use credits, so what you see there is what a customer would get on the same version.
Cannot set as default, publish or save
Publishing and rolling back need a role that can edit agents; setting the default agent needs a role that can manage agents. See Team and roles.
Handover notifications do not arrive
- Notifications are only sent on a handover: the agent’s Handover capability, Guard, or an automatic handover by Popcorn. Assigning a conversation manually does not send one.
- For Slack, New conversation assignment must be on and the section must show Connected to Slack; if not, click Connect to Slack (or Reconnect to Slack). If you connected Slack after saving a draft, save again before publishing.
- For email, Email notifications must be on and at least one address must be listed under Current recipients.
- Notification settings are part of the agent’s version: after changing them, Save & review and Publish changes.