# Troubleshooting

Common issues and how to resolve them. If your issue isn't listed here, [contact us](https://docs.eesel.ai/support/contact).

## 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 If it's using outdated content, update the source and re-sync.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](https://docs.eesel.ai/configure-your-agent/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](https://docs.eesel.ai/support/contact). Include:

* What you're trying to do
* What's happening instead
* Your agent name or workspace
* Any error messages you're seeing