Practical guides
Troubleshooting & support
Use the observed state to find the correct next step without creating duplicate work.
Account and access problems
| Symptom | Next step |
|---|---|
| Sign-in rejected | Check the existing Work email and password, then contact the administrator for recovery. There is no password-reset page in this version. |
| Session expired | Sign in again to the existing workspace. |
| Only owners and admins can change this | Ask an owner or admin to make the configuration change. |
| Viewer cannot change work | Use a supervisor or administrator for conversation operations, approvals, or feedback. |
| Wrong organization | Stop reviewing or changing records and sign in with the correctly provisioned organization account. |
| Rules locked | Ask the administrator to review the locked profile. The current editor cannot unlock it. |
Channel and configuration problems
| Symptom | Next step |
|---|---|
| Channel says Not configured | Check an active assigned agent with rules, channel assignment, required active number, and carrier or relay configuration. |
| Activate is disabled | Resolve the card’s prerequisites first. Availability marked Coming soon cannot be activated into a live connector. |
| Calls do not appear | Check provider application, full HTTPS callback, signature key, registered/assigned number, agent state, channel state, and worker processing with the administrator. |
| SMS does not work | Check the separate messaging profile callback, number’s SMS capability, agent SMS assignment, and SMS channel state. |
| Website chat is absent | A channel assignment does not install a widget. Your website team must build the authenticated server-side relay. |
| WhatsApp or email listed but not receiving | Dedicated provider delivery requires integration work; a listed channel or role is not a live connector. |
| Routing changes disappeared | Additions were unsaved. Use Save controls and wait for the saved confirmation. |
| Staff route not selected | Check matching criteria, rule order, facility assignment, enabled state, and manual staff availability. |
Action and provider problems
| Symptom | Next step |
|---|---|
| Blocked by rules | Review permission, required scopes, identity, sensitivity, and other policy reasons in the conversation. |
| Connection required | Verify a provider supporting that exact action. |
| Connected but action unsupported | Check the provider’s implemented capabilities. Calendly rescheduling and unimplemented system adapters need staff handling. |
| Awaiting approval | An authorized reviewer must inspect and approve or decline it in the queue. |
| Approval refused | Check the current agent state and rules. Another reviewer may already have handled the item. |
| Simulated | No live system changed. Use an authorized supported live provider for production work. |
| Failed | Read the error and compare the provider connection and requested data. Agree a recovery with the administrator. |
| Outcome unknown | Investigate the provider record first. Do not resubmit automatically. |
| Approved / Executing appears stalled | Ask the deployment administrator to investigate processing and provider results; the console has no safe replay control. |
| Resolved conversation, no appointment | Resolved closes the conversation. Inspect the action result and provider calendar separately. |
Reports and optional services
| Symptom | Next step |
|---|---|
| Empty chart or dash | Confirm the time window and whether relevant conversation/provider records exist. |
| 90-day summary, shorter chart | Usage daily chart is capped at 30 days; the summary uses the selected period. |
| Cost differs from invoice | The report uses configured estimates and excludes subscription fees and taxes. Compare the provider agreement and metering with the administrator. |
| No payment method or invoices | Online billing is not configured in this version. Use the organization’s direct agreement and billing contact. |
| Voice catalog unavailable | Inspect Platform. The speech service may be unreachable; carrier speech is the fallback. |
| Korenact AI or optional model not configured | Ask the deployment administrator to install authorized credentials. Rules and approved knowledge remain available. |
Prepare a support request
- Record the organization name, affected page/channel, and approximate time including your time zone.
- Copy the conversation ID or provider reference from the record, if available.
- State what you expected and the exact status or error you observed.
- Explain whether an external provider record already exists or its outcome is still uncertain.
- Send the issue through your organization’s approved administrator or Korenact contact process.