For users
When something does not work
A short diagnostic checklist before contacting support — without sharing passwords or tokens.
Updated: August 7, 2026
01
Check these first
- 1Make sure the correct workspace and project are selected.
- 2Check the channel status and its link to an active agent.
- 3Check the conversation mode: paused, draft, auto reply, or operator.
- 4Check the time of the latest context and diagnostic call.
- 5Repeat the action once and record the safe error code.
02
What to include in a support request
- Project and channel name.
- Error time with the time zone.
- Safe error code and request_id when shown.
- The page or section where the problem occurred.
- A screenshot without passwords, tokens, API keys, or personal data.
03
Common cases
- Widget does not open — check the allowed Origin and current public key.
- Agent does not answer — check the automation mode, agent activity, and channel readiness.
- Context is missing — chat will continue to work; a developer should check the signature, JWT lifetime, and schema.
- Reply was not delivered — open the message status and outgoing-channel state.