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Troubleshooting & FAQs

Find quick answers to common support issues and step-by-step guides for routine tasks.

🛠️ 1. Quick How-To Guides​

How to Invite a New Teammate​

  1. Go to Settings -> Users.
  2. Click Invite Member.
  3. Input their name, email, password, and assign a workspace role.
  4. Click Save.

How to Connect a WhatsApp Line​

  1. Go to Settings -> Connect.
  2. Under WhatsApp, click Connect Device.
  3. Open WhatsApp on your phone -> Tap Settings -> Linked Devices -> Link a Device -> Scan the QR code on the browser screen.

How to Create a Support Team​

  1. Go to Settings -> Teams.
  2. Click New Team.
  3. Type the Team Name, Description, and select member check-boxes.
  4. Click Save.

How to Respond to a New Lead​

  1. Open the Inbox.
  2. Locate a contact in the Hot Leads or your assigned list.
  3. Review their AI profile summary (Customer 360) in the right panel.
  4. Switch to Assist Mode if you want to preview recommendations.
  5. Click an AI suggested response, modify it if necessary, and send.

How to Advance a Customer to the Next Funnel Step​

  1. Open the customer's chat conversation.
  2. In the right panel under Sequence Step, view the current stage.
  3. Click the right arrow button to advance to the next step, or choose a step from the dropdown.

How to Schedule a Custom Follow-up​

  1. Open the customer's chat conversation.
  2. In the right panel, click the Calendar icon next to Follow-up.
  3. Select the date, time, and follow-up template or type a custom note.
  4. Click Save.

How to Launch a Campaign​

  1. Go to Campaigns -> Click New Campaign.
  2. Step 1 & 2: Select the channel and target sending accounts.
  3. Step 3: Configure inclusion and exclusion filters (steps, tags). Check the target audience size preview.
  4. Step 4: Add text message or media attachment template.
  5. Step 5 & 6: Set the sending schedule, apply rate limiting options, review, and launch.

How to Test a Flow in the Sandbox​

  1. Go to Automation -> Sandbox.
  2. Select the Sales Flow you want to test.
  3. Enter messages from the mock customer's perspective.
  4. Observe the live panel to see how intent scores, metadata extraction, and steps transition automatically.

How to Generate a Service Account Token​

  1. Go to Settings -> Service Accounts.
  2. Click Create Service Account.
  3. Configure the name and choose scope permissions (e.g. flow.read).
  4. Generate and copy the access token.

How to Print an Invoice​

  1. Go to Settings -> Billing.
  2. Scroll to the Order History section.
  3. Click the print/invoice icon next to any paid transaction to open the print-ready page.

❓ 2. Troubleshooting FAQs​

The chat input area is locked. Why?​

  • Reason: The conversation is running in Auto Mode. In this mode, the AI Agent manages the replies automatically.
  • Solution: If you need to type manually, go to the right details panel and switch the flow mode from Auto Mode to Assist Mode or Manual.

The AI Suggestion button is not appearing in Assist Mode.​

  • Reason 1: The conversation might not have an active Flow assigned. Look for AI Mode Disabled status.
  • Reason 2: There is already draft text in the chat input box. AI recommendations only appear when the input box is empty.
  • Reason 3: The AI has already suggested a reply for the latest message. Try clicking Force Re-analysis (refresh icon) at the top of the right panel.

I cannot see certain tabs (e.g., Automation or Billing).​

  • Reason: Feature tabs are restricted by your Workspace Role.
  • Solution: Owners and Admins have full access. If you are a Manager or User, request permission changes from your workspace owner.

A channel offline alert banner won't go away.​

  • Reason: The integration account has lost its authorization state.
  • Solution: Go to Settings -> Connect, click Refresh Status on the target account, or delete and re-link the instance.

My locally created Custom Views disappeared.​

  • Reason: Custom Views are saved locally in your browser cache.
  • Solution: If you clear browser cookies/history or switch to a new browser/device, custom views will be reset. Always configure views on your primary work browser.

Sound notifications are not playing for new messages.​

  • Reason 1: The sound alert toggle might be disabled in Settings -> General.
  • Reason 2: Your browser is blocking audio autoplay. Click the lock/settings icon in the browser URL bar and set Sound Permissions to Allow.