Troubleshooting
#The AI agent isn't replying
| Check | Fix |
|---|---|
| AI wallet balance | It needs at least ₹20. Top up in Billing. |
| Operating mode | Draft only never sends, and Paused stops answering. Switch to Autonomous. |
| Who owns the chat | If a team member took over or the AI handed the chat over, the AI stays out. Assign the chat back to the AI. |
| Plan | The AI agent is in Flex and Empire. |
| WhatsApp connection | If it has expired, nothing can be sent. Reconnect it. |
#The AI's answer was wrong
Improve the Business Brain or the file description, then test in the Playground. Check Identified Gaps for questions it couldn't answer.
#Messages failed in a campaign
Open the campaign and Review reasons for message failures. Common causes: the number isn't on WhatsApp, Meta's per-person marketing limit, a paused template, or an expired connection. Failed messages aren't charged. See Results and reports.
#"Not enough balance to send this"
Top up your Messaging wallet in Billing, then launch again.
#I can't reply to a customer
The 24-hour window has closed. Send an approved template. When they reply, you can chat freely again. See The 24-hour reply window.
#My template was rejected
Open it to see Meta's reason. Fix the category, variables or wording, and resubmit. See Getting templates approved.
#Some rows were skipped in my import
The Import Complete summary shows why: duplicate numbers, invalid phone numbers, or missing names. Fix them in your file and import those rows again. Also check whether your plan's contact limit was reached.
#"Your WhatsApp connection has expired"
Click Reconnect WhatsApp, follow the steps, then refresh the page.
#A form says "Flows encryption is not set up yet"
Your number needs a one-time setup before forms can be sent. Contact support.
#A page won't load or looks wrong
Refresh the page. If that doesn't help, sign out and back in, or try another browser. Still stuck? Contact support with a screenshot.