Troubleshooting

Common issues and how to fix them

Common issues and how to resolve them. If your issue isn't listed here, contact us.

Agent not responding to tickets

Check these in order:

1. Is the trigger enabled? Go to Settings > Triggers and verify the trigger is active.

2. Is the integration connected? Check that your helpdesk integration shows as connected in the Integrations panel.

3. Are webhooks configured? Some integrations require webhooks to be set up in your helpdesk. Check the integration-specific docs.

4. Is the agent active? Make sure your subscription is active and the agent isn't paused.

Agent giving wrong answers

1. Check your knowledge sources. Test in the chat and see which sources it's pulling from. If it's using outdated content, update the source and re-sync.

2. Refine instructions. Add specific rules for the scenarios where it's getting things wrong. See Writing Instructions.

3. Add more relevant knowledge. If the agent can't find the right answer, it may need additional knowledge sources covering that topic.

4. Train on past tickets. If the agent's tone is off, training on your team's past tickets helps it match your style.

Agent not using the right tone

1. Update instructions. Explicitly describe the tone you want: formal vs. casual, concise vs. detailed, etc.

2. Train on past tickets. This is the most effective way to get the agent to sound like your team.

3. Provide examples. Include example responses in your instructions to show exactly what you expect.

Knowledge not syncing

1. Check the sync status. Look at the sidebar — it shows sync indicators for each integration.

2. Trigger a manual re-sync. Go to the integration settings and click re-sync.

3. Verify permissions. Make sure the connected account has access to the content you're trying to sync.

4. Check connection status. Ensure the integration is still connected (OAuth tokens can expire).

OAuth connection failing

1. Check permissions. You typically need admin access in the connected tool.

2. Clear browser cache. Sometimes stale sessions interfere with OAuth flows.

3. Try a different browser. If the OAuth popup isn't loading, try a different browser.

4. Disconnect and reconnect. Remove the existing connection and set it up again.

Chat widget not appearing on website

1. Check the embed code. Make sure the snippet is placed before the </body> tag.

2. Clear your browser cache. The widget may be cached from before you added it.

3. Check for JavaScript errors. Open your browser console and look for errors related to the widget.

4. Verify the channel is active. Make sure the channel is configured and active in your agent workspace.

Website crawler missing pages

1. Check robots.txt. The crawler respects robots.txt — make sure it's not blocking pages.

2. Verify pages are linked. The crawler follows links from your starting URL. Orphan pages won't be found.

3. Check crawl limits. Trial accounts are limited to 100 pages, paid plans to 500. Use path filters to prioritize.

4. Check path filters. If you've set include/exclude filters, make sure they're not accidentally excluding the pages you want.

Slack agent not responding

1. Check the trigger. Go to Settings > Triggers and verify the @eesel trigger is enabled.

2. Verify channel access. Make sure the agent has been added to the channel you're trying to use.

3. Use the correct @mention. Make sure you're mentioning @eesel exactly.

4. Check knowledge sources. The agent needs connected knowledge sources to answer questions.

Still stuck?

If none of the above solutions work, contact our support team. Include:

• What you're trying to do

• What's happening instead

• Your agent name or workspace

• Any error messages you're seeing