Troubleshoot channels

The channel is unavailable

Confirm it is included in the organization plan and you are in the correct workspace.

Messages do not arrive

• Widget: check script, token, network, and browser console.
• Teams: confirm tenant, installation, and app permissions.
• WhatsApp: verify Phone Number ID, token, callback, and messages subscription.
• API: check endpoint, Bearer authorization, allowed IP, and rate limit.

The agent responds incorrectly

Reproduce the request in Test agent. If it fails there, review status, instructions, knowledge, and tools. If only the channel fails, compare configuration and received message format.

Gather support information

Record agent, channel, time, conversation ID, expected result, visible error, and reproducible steps. Remove tokens, keys, personal numbers, and sensitive data.