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Troubleshooting

Troubleshooting

Common problems by symptom, with the usual cause and where to fix it.

Find your symptom below. If it is not here, ask the assistant inside the dashboard — it can see your configuration.

The agent gives poor answers

SymptomUsual causeFix
Answers are vague or genericNo knowledge source attachedAttach one on the agent's Knowledge tab — see knowledge
Says it does not know something that is in your documentSource still processing, or not attachedCheck the source status is completed
Ignores knowledge entirelyAnswer mode is tools_onlySee answer modes
Refuses questions it should answergrounded_only and the content is missingAdd the content to knowledge rather than loosening the mode
Answers confidently but wronglyAnswer mode is too looseMove to grounded_only and enable response validation
Tone is inconsistentTone set in a skill instead of SOULMove it to the SOUL file
Behaviour changed unexpectedlySomeone edited the agentCheck version history

Nobody can reach the agent

SymptomUsual cause
No response on any channelAgent status is draft or inactive
Widget does not appearThe site's domain is not in allowed origins — see the web widget
window.AgentKit is undefinedScript tag loads after your init code — see the widget SDK
Some people get no replyA deny list entry is filtering them — see access control
Nobody gets a reply on one channelThe channel is Restricted and its allow list matches nobody
A widget visitor is refusedData table entries do not authorise widget visitors — see the web widget
Telegram bot silentToken mistyped, or the webhook needs re-registering — see Telegram
WhatsApp worked then stoppedA temporary access token expired — see WhatsApp
Agent cannot message a WhatsApp user firstExpected — needs an approved template and an open 24-hour window

Tools and data

SymptomUsual cause
Agent never calls a toolTool not enabled on the agent, or its description is too vague
Agent calls a tool at the wrong momentDescription describes the API rather than when to use it — see tools
Agent cannot see a data tableNo permission granted on the table's Permissions tab
Agent sees no rowsA row scope rule found no matching identity — scope rules fail closed
Cannot search a field by partial matchThe field is encrypted — it matches on a whole value, or a whole word if set to Match any word. Never on a fragment
Agent will not read back a value it savedThe field is read-blocked, which is the safe default for personal data
Agent says it will do something, nothing happensIt described the action instead of performing it. It retries once and then reports the failure — if it persists, check the tool is enabled on the agent
Agent cannot save a value to a choice fieldThe field has no options configured — add them on the table's Fields tab

Uploads and files

SymptomUsual cause
Upload rejectedUnsupported type, over 30 MB, or no extractable text
Scanned PDF produces nothingReprocess the source and force vision extraction
Only part of a long PDF was readVision extraction caps at the first 50 pages

Usage and billing

SymptomUsual cause
Allowance used faster than expectedAttachments each count as an interaction — see interaction counting
Evaluation run cost more than expectedJudged cases add one interaction per case
A feature is greyed outIt requires a higher plan — see workspace
Cannot publish an agent versionYour plan is below the versioning tier, or a publish gate is blocking

Memory

SymptomUsual cause
Memory toggle is lockedNo business domain selected on the agent
Agent does not remember an earlier conversationExtraction runs after a conversation ends, not during
Agent remembers something it should notEdit or remove it under Contacts → the contact → Memory

Still stuck

Ask the in-dashboard assistant, which can see your actual configuration, or see getting help for how to reach the team.

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