Troubleshooting

First check the workspace, location, channel and your role. Something can look missing when another workspace is selected, the location is inactive, or inbox filters are on.

A conversation is missing

1. Clear the inbox search and all filters.
2. Check that the channel is connected, assigned to the expected location and not paused.
3. Look for an invalid or expired authorization on the channel row, and choose Reconnect if it's there.
4. Send a fresh test message from the channel.
5. Choose Sync channel if account details look out of date.
6. For email, check Filtered email in the mailbox's menu. Email from before the mailbox was connected isn't imported.

Don't reconnect over and over. Duplicate setups make the problem harder to find.

A reply doesn't send

Check whether:

• the channel is paused or disconnected,
• the channel's reply window has closed (24 hours on Messenger, Instagram and WhatsApp, 48 hours on TikTok),
• the mailbox has no signature yet (email),
• an attachment is still uploading,
• a teammate replied at the same moment,
• the channel didn't confirm the previous message.

Convo.run doesn't resend unconfirmed messages on its own, because that could send a duplicate. Check the conversation on the channel before you unlock replies.

The AI doesn't answer or keeps handing off

1. Check the location's reply mode isn't Team only.
2. Check AI launch readiness on the location's Settings tab. A location needs a published agent version before the AI replies.
3. Check AI replies left in the sidebar. With none left, locations with automatic replies hand new conversations to your team with a fixed message. Locations in AI drafts for the team mode keep getting drafts.
4. On WhatsApp the AI only drafts. A teammate approves every reply.
5. Look for a conversation rule, for example on a label, that stops replies or forces a handoff.
6. Check the Content issues panel on Knowledge. The AI hands off when sources conflict.
7. Ask the same question in the AI playground. It shows what the AI would do and why.
8. Check that the source is published, turned on and scoped to the location. Use Test retrieval with the customer's wording.

The timeline of a handed-off conversation shows the reason. Flagged replies collects them across conversations.

Knowledge processing failed

The source shows the stage that failed, such as scanning, reading or indexing, with an error message. Fix the file and upload it again, or reprocess the revision.

For websites, check that the pages are public, not blocked to crawlers, and selected after discovery. Discovery alone doesn't scrape or publish anything.

A teammate can't see a page

Owners and admins see everything. Members don't see knowledge, offerings, AI reviews or AI policy, and can't change billing. Members with Convo Agent only access use the mobile app and see only their teams' conversations. After a role change, refresh the page or sign in again.

The website widget doesn't load

• Check that the site's hostname is listed exactly under Allowed domains.
• Look for Content Security Policy errors in the browser's developer tools.
• Check that the script on the page matches the current install code.
• Try without ad or script blockers.
• Check that the widget and its location are active and web chat isn't paused.

Contact support

Email [email protected] with the workspace and location names, roughly when it happened, the channel, the affected conversation or source, any error message and what you've tried. Never send passwords, tokens or keys.