Troubleshooting

First determine at which stage the issue occurs: is the message not arriving at all, is there no reply, or is the answer that comes wrong? Follow the steps below according to this distinction.

The Assistant Gives a Wrong, Incomplete or Irrelevant Answer

The Knowledge Gaps report can show which topics you need to review. Instead of adding a new FAQ for every wrong answer, first check the existing records.

If the issue persists, state the customer's question, the assistant's answer and the record with the correct answer in the support ticket.

The Information I Added Is Not Reflected in Answers

Check that the content is saved, belongs to the correct agent and that its processing is complete. If a document is still pending or processing, wait for it to complete. If an error appears, check the file format and the on-screen description.

Adding new content does not automatically update old records. Especially when price, working hours and service conditions change, also review the old information.

The Assistant Replies in the Wrong Language

Evaluate the panel language and the assistant's answer language separately. Try the question in the language the customer uses in AI Test; check whether there is a statement in the behavior instructions that forces another language.

If the issue continues, add the first customer message, the previous conversation if any, and the answer that came in the wrong language to the support ticket. State which channel and agent you use.

The Widget Does Not Appear on My Site

The panel preview working does not show that the code was added correctly to your actual site. Do the final check on your site's published page.

The Widget Opens, but No Reply Arrives

First check whether the message you sent reached the conversation in the panel.

• If the message does not appear: Check the setup code, the correct widget ID and the connection status.
• If the message appears but the AI does not reply: Check the subscription status, message allowance, channel activity and AI reply settings. See whether the conversation has been taken over by a human agent.
• If the AI replies but the content is wrong: Follow the training and wrong-answer steps on this page.

The Telegram Bot Does Not Reply

Check that you are talking to the correct bot and that the HaveAI connection is active. If you are talking to the bot for the first time, start the conversation in Telegram. Make sure the bot access information is valid; do not paste this information into a support message.

See whether the message reached the HaveAI panel. If it does, check the subscription, message allowance, AI setting and human handoff status.

WhatsApp, Instagram or Messenger Does Not Connect

Do not confuse the easy connection with the advanced setup where you use your own Meta app. In the easy connection, you do not need to create your own developer app.

If the connection is active but there is no reply, first check whether the message reached the panel. In the support ticket, share the channel name and error text; do not share access keys.

Human Handoff Was Requested, but No Agent Joined

A handoff request and the conversation being taken over are different stages. Check the request status, agent availability, working hours and acceptance time. Review the behavior applied when no suitable agent is found in the Human Handoff settings.

The Appointment Record Does Not Appear

Check the date and status filters in the Appointments screen. See whether the service, date, time and customer information requested in the conversation were completed. A date being discussed does not by itself show that the record was created.

If there is no record, before starting the same process over and over, request support with a conversation example.

I Cannot Sign In or My Verification Code Does Not Work

Use the sign-in method you created the account with. If you did not also set a password on an account you created with Google, sign in with Google.

For the app code, select the correct account, enter the current code and set your phone's time to automatic. If you cannot access the app, try an unused backup code. If you are waiting for an email code, check the spam folder.

Another sign-in can invalidate the previous session. For details, see the Two-Factor Authentication and Session Security guides.

I Cannot See Some Menus or Settings

Check that you are in the correct account or workspace. If you are a team member, consult the account owner about the relevant permission. Also check whether the feature is in your plan from the Billing section.

My API Request Returns an Error

Read the error description inside the response along with the HTTP code.

Send the API key in the Authorization: Bearer or X-API-Key header. Do not add the key to the URL. Add the request address, method, error code and the error response with sensitive information removed to the support ticket.

If the Issue Persists

Create a support ticket from the panel. State the time the issue was seen, the screen or channel and the steps you tried.

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