Troubleshooting

The common problems, in the order to check them.

The bot is not replying

1. Check auto-reply is ON in the panel.
2. Check the chat is not paused for handover. If a customer complained or asked for a human, the bot stops that chat until you press Resume.
3. Check the DeepSeek AI key is set. Without it the bot still answers catalog, hours, and FAQ questions from your form, but general questions fall back to a short template reply.
4. Check the number is connected. A number that was moved, or whose Meta token expired, stops receiving messages. Re-run the Connect WhatsApp wizard.
5. Check the rate limit. One phone number sending very fast is throttled (10 messages a minute per phone) and gets a single wait message, then silence.

The bot gives wrong answers

The bot only knows what is in your business form. A wrong answer almost always means a wrong or missing entry:

• Wrong price? Fix the price in the catalog.
• Answering about an item you do not sell? It is probably an old catalog entry — remove it.
• Inventing delivery to an area you do not serve? Add your real delivery areas and remove the vague ones.

After fixing the form, run the training test again until it scores 100%.

A broadcast did not send

• Broadcasts are off by default. Check the campaign was confirmed by you — nothing sends on its own.
• Check the template is approved by Meta. An unapproved template never sends.
• Check the recipients opted in. Customers who never opted in are skipped, not messaged.
• Check the daily limit and your wallet balance. A $0 balance stops sending.

A top-up is missing from my wallet

Top-ups are manual requests for now (see the top-up guide). If you paid and the wallet does not show it, check the ledger first — a credited top-up always leaves a ledger entry. If there is no entry, reply to the same message thread where the top-up was arranged, with the amount and the date. Do not send card numbers or passwords.

The training test fails

Read which question failed. Exact failures mean the form entry is missing or wrong. Paraphrase failures mean the FAQ wording does not cover how customers actually ask — add that phrasing to the FAQ. Negative failures (the bot inventing an answer to an out-of-scope question) mean a guardrail entry is missing — add the topic to your FAQs with the answer "we do not cover that".

I connected the wrong number

Do not test on your main sales number. If a live number was connected by mistake, disconnect it in the panel and re-check that your customers can still reach you on WhatsApp normally before connecting a spare number instead. Moving a number to the Cloud API is a real change — it is not undone by closing the panel.