aiBalasManualBM

When something is wrong

The problems people actually hit, what each one looks like, and what to do.

Work down this list in order: the earlier items are both more common and quicker to check. Some pages named here (Settings, Connect, Logs, Usage and Billing) are visible to workspace owners only, so if you were invited as staff and cannot find one, ask an owner.

Your agent is not replying at all

  • Open the agent's Settings and check "Agent enabled (global kill-switch)". It is the master switch for that agent, and turning it off silences that number without any other sign.
  • Check the channel is still connected on the Connect page. A QR link can drop: see the next item. A Cloud API number you connected through Meta shows its health on the same page, and a number disconnected inside the WhatsApp Business app shows a Reconnect button.
  • Check Usage. If this agent has spent its RM allowance for the month, replies stop.
  • Open Logs. It records why the agent did what it did, including when replies were paused.

WhatsApp says the number is not linked

A QR link is a live session, like WhatsApp Web. It drops if you log the device out from your phone, if you link the same number somewhere else, or if the phone stays offline for a long stretch. Open Connect and scan again: you will not lose any conversation history.

A number that has never been scanned reads as "not linked" too. That is not a fault, just an agent nobody has connected yet.

You have used your usage allowance

Every reply spends the RM usage balance, and the monthly allowance resets at the start of each month: RM5.00 on Free, RM20.00 per agent on the Agent plan -- each agent gets its own allowance, so a busy one running out never silences a quiet sibling. When it runs out the agent stops replying, and your customers get one notice telling them so rather than silence.

Usage shows what you have spent and what is left. You can top up from Billing at any time, or wait for the monthly reset. A top-up is shared across every agent on the workspace and is only spent once an agent's own monthly allowance is gone.

A message failed to send

Logs records every delivery failure. The usual causes are a customer who blocked your number, a Telegram user who stopped your agent, or a WhatsApp session that dropped mid-conversation. If it is only one customer, it is almost always their end; if it is every customer, check the Connect page.

The agent passed a conversation to your team when it should not have

The agent hands over when it is not confident it can answer correctly. Nearly always the fix is knowledge: whatever the customer asked was not in your business facts or your free-text notes. Add it, and the next customer asking the same thing gets an answer.

You can take a conversation back at any time. Open it from Chats and reply there yourself. Sending a message pauses your agent for that customer, so the two of you never answer at once. Hand it back to the agent from the same page when you are done.

A customer sent a photo or voice note and got an apology

Reading photos and voice notes needs the Agent plan (RM50 per agent per month). On WhatsApp both a Cloud API number and a QR-linked one can read them; Telegram can read photos but not voice notes; website chat reads text only. Where the agent cannot read one, it replies with a short note saying so: you can reword that note in the agent's Settings.

If you are on the Agent plan and it still apologises, check "Read photos and voice notes" in the agent's Settings. It is on by default, but it is a switch.

One customer stopped getting replies

Three things pause your agent for a single person, and none of them is a fault. You or a teammate replied to them from Chats, which pauses the agent until you hand the conversation back. You replied to them from the WhatsApp Business app on a number connected that way, which pauses it for 12 hours by default. Or they hit the daily limit: an agent answers each contact up to a set number of times in 24 hours, then sends one notice and waits. All three show up in the contact's timeline, and the limit is "Automated replies per contact per day" in Settings.

Your workspace was suspended

Only an unpaid subscription bill does this, and you were emailed about it four times before it happened. Pay the bill from Billing and every agent comes back straight away. An unpaid top-up, or an unpaid charge for an extra agent or phone number, never suspends anything.