Troubleshooting

Use this page when a workspace setup or support workflow does not behave as expected.

Symptom	Check
Widget does not load	Confirm script URL, public key, CSP, and page installation.
Wrong agent answers	Use the correct agent widget key and verify the agent has attached sources.
Customer appears anonymous	Add identify calls or configure verified widget identity.
History does not load	Confirm stable identity and conversation secret handling.

Updates

Symptom	Check
Updates tab is hidden	Confirm widget Updates are enabled for the selected workspace or agent widget surface.
Published update is not visible	Confirm the update is published, not expired or archived, and targets the widget surface being tested.
Verified-only update is missing	Confirm the visitor has valid HMAC or JWT widget identity proof for the same widget key.
Read state does not persist	Confirm read-state calls include valid verified identity proof; Woes derives the reader identity server-side.
Clicks or views are missing	Confirm customers are seeing the widget Updates tab and interacting after the update was published.

Context

Symptom	Check
Source fails to scan	Confirm the URL is reachable and safe to fetch.
No endpoints found	Add OpenAPI/Postman/schema material or endpoint reference pages.
Agent asks too many clarifying questions	Inspect source coverage and add missing endpoint/auth/error details.
Test request fails	Confirm source auth settings and safe endpoint URL.

Email

Symptom	Check
Inbound email does not appear	Confirm email support is enabled, an answering agent is selected, and the customer sent to the configured forwarding or support address.
Duplicate delivery	Check whether the customer sent a new message or retried from another mailbox. Woes attempts to avoid duplicate messages from the same delivery.
Email was skipped	Check for an unmatched route, empty message, automated-only email, or a message sent only through `Cc` or `Bcc`.
Auto-reply does not send	Confirm email is enabled, the sending domain is verified, an agent is selected, and the sender is not suppressed or automated.

Discord

Symptom	Check
Channels fail to load	If Woes shows a reinvite state, invite the bot again and refresh channel discovery.
Mention does nothing	Confirm the channel is enabled in Woes and the message includes the Woes app mention when the channel uses mention mode.
Bot appears offline	Reinvite the Woes app and confirm it has permission to read and reply in the selected channel.
Message is ignored	Confirm the server and channel are configured for intake and the message contains usable text.
Conversation is not created	Confirm Woes can access the selected channel or thread, then send one fresh test message.

Agents

Symptom	Check
Agent skips answers	Review confidence, retrieved context, and source coverage.
Agent gives generic answers	Attach more specific sources and run context learning.
Agent labels missing in analytics	Confirm agents are configured and runs include agent identity.

Surveys

Symptom	Check
Widget survey does not appear	Confirm survey channel, trigger timing, and closed/solved conversation state.
Email survey does not send	Confirm email delivery is configured, the sending domain is verified, the customer has an email address, and email surveys are enabled.
NPS score is rejected	Confirm the survey type is NPS and score is 0 to 10.

Analytics

Symptom	Check
A filter is missing	Filters are dashboard-specific; switch dashboards to see relevant controls.
Live chat views are low	Some reports infer views from widget opens when launcher views are unavailable.
No survey responses	Enable surveys and confirm customers have submitted feedback.

Billing

Symptom	Check
Manage subscription fails	Confirm Stripe is configured and the workspace has permission to manage billing.
Subscription status is missing	Confirm Checkout or Stripe Portal has completed, then refresh after billing confirmation sync finishes.
Plan downgrade is blocked	Current features or usage exceed the target plan’s limits.
Add-on capacity is not reflected	Confirm the add-on quantity in billing, then refresh after billing confirmation sync finishes.
Public API usage looks high	Review the Public API by key section in Billing and rotate unused API keys.

Bring Your Own AI

Symptom	Check
BYO AI settings are hidden	The workspace must be on the Bring Your Own AI plan.
Provider key does not verify	Confirm the provider key, account permissions, and selected supported model.
Agent still uses platform AI	Activate a verified provider in Settings → Bring Your Own AI.
Model changed unexpectedly	Unsupported or stale model ids are coerced to the provider default model.

Assignment

Symptom	Check
Issue does not route	Confirm assignment rules are enabled and the target team has active members.
Nobody is eligible	Check capacity, away/inactive status, and required skills.
Skill routing blocks work	Broaden the skill dimension or disable skill-block queueing for that team.
Wrong AI agent answers a channel	Check the channel-specific agent selector and broader AI channel routing settings.

Notifications

Symptom	Check
No browser notification	Confirm browser permission, channel master switch, and event matrix setting.
Push is disabled	Confirm the browser supports push and server push configuration is enabled.
Sounds do not play	Confirm sound channel is enabled and quiet hours are not suppressing it.

Client Portal

Symptom	Check
Customer cannot sign in	Confirm portal is enabled, email delivery is configured, and the contact has access.
Customer sees no issues	Check access level: Members see their own email’s issues; Admins see account-level issues.
Custom domain is pending	Verify the displayed DNS records before sharing the domain publicly.

If an issue looks like missing data, check the relevant source route or setup page before assuming analytics is broken.

Last modified on July 4, 2026