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Channels Troubleshooting

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Common Channel Problems (Don’t Panic!)

Most channel issues have simple solutions. Start with the quick fixes below, and you’ll likely solve the problem in just a few minutes.

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Problem 1: “My Channel Isn’t Working at All”

What you might see:

• Customers say they can’t reach you through the channel
• No messages coming through in your inbox
• Channel shows as “disconnected” or “error” status

Quick fixes to try first:

1. Check if channel is turned on - look for toggle switches in settings
2. Refresh your browser - press F5 or Ctrl+R
3. Check your AI agent status - make sure it’s active, not paused
4. Test with a simple message - try “hello” to see if anything works
5. Wait 5 minutes and try again - sometimes there are temporary delays

If still not working: Look at the specific channel troubleshooting sections below.

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Problem 2: “Messages Are Delayed or Slow”

What you might see:

• Customers complain about slow responses
• Messages take several minutes to appear
• Responses come much later than expected

Quick fixes:

1. Check your internet connection - try loading other websites
2. Look for system status messages - might be temporary slowdown
3. Restart your browser - close completely and reopen
4. Test at different times - might be peak usage causing delays
5. Try from a different device - see if it’s device-specific

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Problem 3: “Customers Can’t Find How to Contact Me”

What you might see:

• Customers calling/emailing asking how to reach you
• Low usage of your channels despite having them set up
• Customers unaware you offer chat support

Quick fixes:

1. Make channels more visible - add to website prominently
2. Tell customers about it - mention in emails, social media
3. Add instructions - simple “Chat with us” messages
4. Test customer journey - try finding your channels as a new customer
5. Ask customers - find out how they prefer to contact you

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WhatsApp Specific Issues

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”Can’t Connect WhatsApp to Facebook”

Common causes:

• Wrong Facebook account credentials
• Two-factor authentication required
• Facebook account restrictions
• Browser blocking popup windows

Step-by-step solutions:

1. Verify Facebook login details:
   • Double-check username and password
   • Make sure account isn’t locked or restricted
   • Complete any security verifications Facebook requests
2. Allow popup windows:
   • Look for popup blocker notification in browser
   • Click “Allow” for popups from your domain
   • Try in incognito/private mode
3. Clear browser cache:
   • Clear cookies and cache for Facebook and your site
   • Log out of Facebook completely
   • Log back in and try again
4. Try different browser:
   • Chrome usually works best
   • Disable ad blockers temporarily
   • Make sure JavaScript is enabled

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”WhatsApp Number Not Receiving Messages”

What to check:

1. Phone number verification:
   • Make sure number is verified with WhatsApp Business
   • Check that verification wasn’t reversed
   • Ensure number isn’t being used for personal WhatsApp
2. Message limits:
   • Check if you’ve hit daily message limits
   • Look for notifications about account restrictions
   • Verify business account is in good standing
3. AI agent connection:
   • Confirm WhatsApp number is connected to your agent
   • Check agent is active and responding
   • Test agent with other channels to isolate issue

Solutions:

1. Re-verify your number:
   • Go to WhatsApp Account settings
   • Re-run verification process
   • Wait for confirmation before testing
2. Check account status:
   • Look for any warnings or notifications from Meta
   • Review compliance with WhatsApp Business policies
   • Contact WhatsApp support if account seems restricted

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”WhatsApp Widget Not Working on Website”

Common causes:

• Embed code not placed correctly
• Website security blocking external scripts
• Conflicting with other website code

Solutions:

1. Check embed code placement:
   • Should be just before </body> tag
   • Make sure code is complete (not cut off)
   • Verify no extra characters or spaces
2. Test on different pages:
   • Try on simple page first
   • Check if works on some pages but not others
   • Look for conflicts with page-specific code
3. Website compatibility:
   • Some website builders have restrictions
   • Try adding to footer instead of header
   • Contact website provider if needed

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Website Widget Specific Issues

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”Widget Not Appearing on Website”

Most common causes and fixes:

1. Code placement issues:
   • Problem: Code in wrong location
   • Solution: Move code to just before </body> tag
   • How to check: View page source, search for your script
2. Website caching:
   • Problem: Website showing old version without widget
   • Solution: Clear website cache, wait 10-15 minutes
   • How to check: Try viewing in incognito mode
3. Browser blocking:
   • Problem: Ad blockers or security settings blocking widget
   • Solution: Disable ad blockers, check browser security settings
   • How to check: Try different browser or incognito mode
4. Content management system conflicts:
   • Problem: CMS stripping out script tags
   • Solution: Use CMS-specific method for adding scripts
   • How to check: Contact CMS support or use plugin

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”Widget Appears But Doesn’t Respond”

Troubleshooting steps:

1. Check AI agent status:
   • Make sure agent is active (not paused)
   • Verify agent has proper instructions
   • Test agent with other channels
2. Verify widget configuration:
   • Check that widget is connected to correct agent
   • Ensure all required settings are filled out
   • Test configuration changes in preview mode
3. Network and connectivity:
   • Test from different internet connection
   • Check if corporate firewall blocking widget
   • Try from mobile data vs. WiFi

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”Widget Looks Wrong or Doesn’t Fit Website”

Appearance issues and solutions:

1. Size and position problems:
   • Try different size settings (small, medium, large)
   • Test different positions (bottom-right usually works best)
   • Check on mobile devices, not just desktop
2. Color and styling conflicts:
   • Choose colors that contrast with your website
   • Avoid colors that clash with your brand
   • Test with different background colors on your site
3. Mobile responsiveness:
   • Widget should work on all device sizes
   • Test on actual mobile devices
   • Consider smaller size for mobile users

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General Channel Management Issues

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”Can’t Connect AI Agent to Channel”

What to check:

1. Agent configuration:
   • Make sure agent is fully set up
   • Check that agent has instructions
   • Verify agent isn’t in draft mode
2. Channel permissions:
   • Ensure you have admin rights for the channel
   • Check if channel needs special permissions
   • Verify channel is properly connected to your account
3. System connections:
   • Refresh the connections page
   • Log out and back in
   • Clear browser cache

Solutions:

1. Reconnect everything:
   • Disconnect and reconnect the channel
   • Refresh agent settings
   • Test with simple message
2. Check for errors:
   • Look for error messages in browser console
   • Check for notification emails about issues
   • Review recent changes that might have caused problems

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”Multiple Channels Causing Confusion”

Common issues:

• Messages appearing in wrong places
• Customers receiving duplicate responses
• Hard to manage multiple conversation streams

Solutions:

1. Organize your channels:
   • Use different agents for different channels if needed
   • Set clear expectations with customers
   • Train team on which channels to monitor
2. Streamline customer experience:
   • Make it clear which channel customers are using
   • Provide consistent experience across all channels
   • Don’t overwhelm customers with too many options
3. Simplify management:
   • Start with one channel, add others gradually
   • Use unified inbox to see all conversations
   • Set up clear handoff procedures between channels

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Getting Help When You’re Really Stuck

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Information to Gather Before Contacting Support

For any channel issue, collect:

1. What you were trying to do - step by step
2. What happened instead - exact error messages
3. When it started - recent changes, new setup, worked before?
4. What you’ve tried - list of troubleshooting steps already attempted
5. Browser and device info - Chrome, Safari, mobile, etc.

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For WhatsApp Issues Specifically

• WhatsApp Business account ID
• Phone number you’re trying to connect
• Facebook account email
• Screenshots of any error messages
• Whether you can access WhatsApp Business separately

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For Website Widget Issues Specifically

• Your website URL
• What website platform you use (WordPress, Shopify, etc.)
• Where you placed the embed code
• Screenshots of what you see vs. what you expect
• Whether widget ever worked before

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When to Contact Support vs. Keep Trying

Contact support when:

• You’ve tried all the basic fixes
• Error messages mention system issues
• Multiple customers reporting the same problem
• Channel was working but suddenly stopped
• You see messages about account restrictions

Keep trying on your own when:

• Issue started right after you made changes
• Only affects one device or browser
• Happens intermittently (sometimes works, sometimes doesn’t)
• Similar to problems you’ve solved before

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Prevention Tips

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Daily Habits to Avoid Channel Problems

1. Regular testing:
   • Send yourself test messages weekly
   • Check that responses are working properly
   • Verify all channels are reachable
2. Monitor performance:
   • Watch for customer complaints about reaching you
   • Notice if message volume drops unexpectedly
   • Check for any error notifications
3. Keep things updated:
   • Don’t change website code without testing widget
   • Keep browser bookmarks to channel settings
   • Update any passwords or tokens when they expire

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Monthly Maintenance

1. Review channel performance:
   • Check which channels customers use most
   • Look for patterns in technical issues
   • Update settings based on customer feedback
2. Test everything thoroughly:
   • Send test messages from customer perspective
   • Try different types of questions and scenarios
   • Verify handoff to human agents works
3. Clean up and optimize:
   • Remove channels that aren’t being used
   • Update channel descriptions and settings
   • Ensure consistency across all channels

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Warning Signs to Watch For

Early indicators of channel problems:

• Slower than usual response times
• Customers mentioning difficulty reaching you
• Unusual error messages in browser
• Notifications from WhatsApp or other providers

When you see these signs: Do basic maintenance (clear cache, test channels, check settings) before they become bigger problems. Remember: Channels are designed to be reliable and easy to use. Most problems are temporary and fixable with simple solutions. When in doubt, start with the basics (refresh, restart, retest) and work your way up to more complex troubleshooting!