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.
- 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 handed a conversation to a human 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 Inbox to reach the agent's Chats page, 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) AND a WhatsApp Cloud API connection. A QR-linked number cannot read them on any plan. Where it cannot read one, the agent replies with a short note saying it can only read text: you can reword that note in the agent's Settings.
On Telegram and website chat, incoming photos and voice notes are not supported on any plan: the agent can still send images out, but it cannot read them in.
If none of this matches what you are seeing, stop here and contact us rather than digging further. Something on our side is a possibility, and we can see things you cannot.