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Inbox Help and Problem Solving

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Common Inbox Problems (And Quick Fixes)

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Problem 1: “I Can’t See Any Conversations”

What you might see:

• Empty inbox with no conversations listed
• Message saying “No conversations found”
• Inbox appears completely blank

Quick fixes to try:

1. Check your filters - you might have filters that hide conversations
   • Look for filter buttons at the top of your inbox
   • Click “Clear Filters” or “Show All”
2. Refresh your browser - press F5 or click the refresh button
3. Check the date range - make sure you’re looking at the right time period
4. Verify you’re logged into the correct account

If still empty: This might mean you truly have no customer conversations yet, which is normal for new businesses.

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Problem 2: “Conversations Won’t Load or Are Very Slow”

What you might see:

• Conversations list shows loading symbol forever
• Takes a very long time to open conversations
• Page seems stuck or frozen

Quick fixes:

1. Check your internet connection - try loading other websites
2. Close other browser tabs - too many tabs can slow things down
3. Try a different browser (Chrome, Firefox, Safari)
4. Clear your browser cache:
   • Press Ctrl+F5 (Windows) or Cmd+R (Mac) to hard refresh
5. Log out and log back in

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Problem 3: “I Can’t Take Over a Conversation”

What you might see:

• No “Take Over” button visible
• Button is there but clicking doesn’t work
• Error message when trying to take over

Things to check:

1. Make sure the conversation isn’t already assigned to someone else
2. Check if you have the right permissions - ask your admin
3. Try refreshing the page and then taking over
4. Make sure the conversation is still active (not closed)

If button is missing: The conversation might already be under human control or closed.

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Problem 4: “Messages Aren’t Showing Up”

What you might see:

• Customer says they sent a message but you don’t see it
• Your responses don’t appear in the conversation
• Old conversations but no new messages

Quick fixes:

1. Refresh the conversation - click on it again or refresh browser
2. Check if messages are filtered out - look for “Show all messages” option
3. Verify the time zone - messages might be sorted by different time
4. Check if WhatsApp or other channels are connected properly

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Problem 5: “Can’t Close or Assign Conversations”

What you might see:

• Close button doesn’t work
• Assignment dropdown is empty
• Error messages when trying to assign

Things to try:

1. Make sure you have permission to close/assign conversations
2. Check if team members are set up for assignments
3. Try refreshing the page first
4. Make sure conversation isn’t already closed

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Understanding What You See

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Conversation Status Indicators

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Visual Cues in Your Inbox

• Bold text = Unread messages
• Colored dots = Different status types
  • Green = New conversation
  • Blue = Active conversation
  • Gray = Closed conversation
• Numbers in circles = Count of unread messages
• Clock icons = Shows when last message was sent

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When Things Look Wrong

If conversations appear in wrong order: Try refreshing - sometimes the system needs to update If status colors seem wrong: The conversation might have just changed status - give it a moment to update If you see duplicate conversations: This usually happens with browser cache issues - clear cache and refresh

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Message Display Issues

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Messages Appearing Out of Order

Why this happens: Sometimes browser sync issues or network delays How to fix:

1. Refresh the conversation
2. Close and reopen the conversation
3. If it persists, try logging out and back in

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Missing Message Content

Why this happens: Network issues during loading or browser cache problems How to fix:

1. Refresh the browser
2. Clear browser cache
3. Try different browser

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When Your AI Agent Isn’t Working Right

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AI Not Responding to Customers

Signs of this problem:

• New customer messages with no AI response
• Long delays before AI responds
• Customers complaining they’re not getting help

Quick checks:

1. Make sure your AI agent is turned on - check agent settings
2. Verify WhatsApp or other channels are connected
3. Check if agent has the right permissions
4. Check if your subscription is active
5. Look for any error messages in agent configuration

If AI still not responding: Contact support - there might be a system issue.

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AI Giving Wrong or Bad Answers

Signs of this problem:

• Customers confused by AI responses
• AI providing outdated information
• Responses don’t match customer questions

What to do:

1. Take over the conversation immediately to help the customer
2. Note what the AI said wrong for later improvement
3. Check if agent instructions need updating
4. Review any tools or knowledge base the agent uses

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AI Taking Over When You’re Helping

What this looks like:

• You’re typing a response and AI sends a message first
• AI continues responding even after you took over
• Confusing back-and-forth between you and AI

How to fix:

1. Make sure you properly took over - look for confirmation
2. Check that “Take Over” actually worked - you should see your name assigned
3. If AI keeps responding, try taking over again
4. Refresh the page and take over again if needed

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Browser and Technical Issues

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Page Won’t Load or Keeps Crashing

Common causes:

• Too many browser tabs open
• Outdated browser
• Browser cache full of old data
• Slow internet connection

Solutions:

1. Close other browser tabs to free up memory
2. Update your browser to the latest version
3. Clear browser cache and cookies
4. Try using a different browser (Chrome usually works best)
5. Check your internet speed - might need better connection

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Getting Help When Stuck

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Before Contacting Support

Information to gather:

• What were you trying to do? (read messages, take over conversation, etc.)
• What happened instead? (error message, nothing happened, wrong result)
• When did it start? (just now, after something changed, been happening for days)
• Does it happen every time? (always, sometimes, just once)

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What to Try First

1. Refresh your browser - fixes many temporary issues
2. Try a different browser - rules out browser-specific problems
3. Check your internet - make sure connection is stable
4. Log out and back in - refreshes your session
5. Wait a few minutes - sometimes system issues fix themselves

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When to Contact Support

Contact support when:

• You’ve tried basic fixes and nothing works
• Error messages appear that you don’t understand
• Features are completely missing
• Multiple people are having the same problem
• Customer service is being affected

Information to include:

• Step-by-step description of what you were doing
• Exact error messages (take screenshots if possible)
• What browser you’re using
• Whether problem affects all conversations or just some
• How long this has been happening

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Preventing Problems

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Daily Habits That Prevent Issues

1. Use a supported browser - Chrome, Firefox, or Safari work best
2. Keep browser updated - install updates when prompted
3. Close unused tabs - don’t overload your browser
4. Clear cache occasionally - once a week or when things feel slow
5. Check internet connection - ensure stable, fast connection

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Weekly Maintenance

1. Clear browser cache and cookies for the site
2. Check for browser updates
3. Test key functions - taking over conversations, assigning, closing
4. Review any error patterns - notice if certain issues repeat
5. Update bookmarks if site URLs change

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Signs to Watch For

Early warning signs of problems:

• Pages loading slower than usual
• Occasional error messages
• Features working inconsistently
• Browser feeling sluggish

When you notice these: Do basic maintenance (clear cache, refresh browser) before they become bigger problems.

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Understanding System Status

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Normal System Behavior

What’s normal:

• Slight delays (few seconds) when loading conversations
• Occasional need to refresh to see new messages
• Some wait time when many people are using system at once

What’s not normal:

• Consistent errors or crashes
• Long delays (over 30 seconds) for basic actions
• Features completely not working
• Losing your work or having to start over repeatedly

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Peak Usage Times

When system might be slower:

• Monday mornings (everyone checking weekend messages)
• Right after lunch (people returning to work)
• End of business day (clearing out conversations)
• Holiday periods (high customer activity)

What to do during slow times:

• Be patient with loading times
• Avoid refreshing repeatedly (makes it slower)
• Focus on urgent conversations first
• Save complex work for less busy times

Remember: Most inbox problems have simple solutions. Start with basic fixes (refresh, clear cache, try different browser) before assuming something is seriously wrong. Your inbox is designed to be reliable and user-friendly!