Troubleshooting
Find the settings to check when your agent or customer experience does not behave as expected.
Start with the agent, channel, and conversation where the issue happened. Keep a concrete example of what the customer asked and what happened next; it is easier to investigate than a general report that the agent did not work.
The Widget does not appear
- Check that the intended agent is published and that your website uses its embed snippet.
- In Publish → Widget → Settings, review Allowed Domains if domain restrictions are enabled. Include the hostname you are actually visiting.
- Ask the person who installed the Widget to check that the website published the code change and that the browser is not blocking the script.
See Customize and install the Widget for the setup steps.
The agent gives an incomplete or incorrect answer
Check the agent's instructions and the knowledge relevant to that question. Add missing facts to an article or FAQ, correct outdated information, and remove conflicting instructions.
Try the same question again after your change. Also try a question the agent should be unable to answer: it should explain the next step without inventing information.
Follow Improve an incorrect answer for the full investigation and retest sequence.
A handoff did not reach the expected teammate
Check the conversation's Assigned to value in Inbox, then review the agent's Assignment & handoff settings and any channel override. Check that the intended group has eligible participants; paused or excluded teammates are skipped for automatic assignments.
If a workflow controls the path, inspect that conversation in Run Logs and confirm the resulting owner in Inbox. See Set up a reliable human handoff.
Customer information is missing
Check whether Customer context is enabled for that agent and channel. Open API activity to see the connection result and share any failure with the developer responsible for the connection.
Start a new conversation after changing the settings to check the updated connection. Existing conversations keep their original context result.
A follow-up did not become a task
Open Tasks → Task settings and check that the task type is active. For voice, also check that it is selected under the agent's Behavior → Tasks.
Look in Needs attention: a request with missing required details may still be an intake awaiting review. Open it, complete the missing information, and choose Finalize task when it is ready.
See Tasks and follow-ups.
An action did not complete
Review the relevant tool's status and assignment under Tools. Check that it is available to the intended agent and channel. Then inspect the actual conversation or call for the action's result before trying it again.
Check the connected service's result to confirm completion before repeating an action. See Tools and actions.
A voice call behaves differently than expected
Check the agent's Persona, Behavior, and Actions settings, then confirm that the phone number is assigned to the intended agent.
Use Calls to review the conversation and available activity. For unexpected silence or a missed detail, compare the transcript with the recording when available before changing the agent's instructions.
See Set up a voice agent.
A Page still shows the previous version
In Pages, Save draft stores your changes for editing. Choose Publish saved draft to make the saved version available to visitors.
For an embedded Page, also check that your site's origin is allowed under Access. For a private Page, ask the developer managing sign-in to test it with the affected account.
See Pages.
Share a useful issue report
Include the agent name, channel, approximate time, relevant conversation or call, and the steps that reproduce the problem. Describe the result you expected and the result you saw. Avoid copying credentials or signing secrets into the report.
For integration errors, your developer can use the Developer resources and the separate API reference.