This page brings together the most common problems and what to check for each. Every guide also has its own troubleshooting section at the end.
An agent doesn’t answer on a channel
Check, in this order:
- The agent is active. In Workers, its status must be Active, not Inactive. If it’s paused, click Activate on its page.
- The channel has that agent. In Settings › Channels, the channel’s row must show the agent’s name, not No agent. See Channels.
- The channel is connected. Its status must be Active or Connected. If it says Needs attention or Setup pending, tell the Arbol team.
- On WhatsApp, it’s within business hours. Outside business hours the AI doesn’t reply and only sends the notice. Check whether the row says Closed.
- On WhatsApp, the AI handles that number. If the row says the AI is disabled, or shows an AI share below 100%, some conversations go straight to your team.
- The AI isn’t paused in that conversation. If the conversation says AI paused or With the team, your team is handling it. See Handle a WhatsApp conversation.
- The number isn’t blocked. If the conversation says Number blocked, check Settings › Block list.
- The agent has instructions. Without instructions it isn’t ready to serve. See Write the instructions.
For web chat, also check that the chat is Live and that your website is under Allowed websites (see Chat on your website).
An agent answers something wrong
- It doesn’t have the information. Check that the document is Indexed, Available to agents and assigned to the agent. See Give it knowledge.
- The information changed for a few days. Post a bulletin instead of editing documents. See Bulletins, templates and campaigns.
- It makes things up or promises things. Add clear limits to its instructions, such as “Never invent prices, timelines or availability”.
- The reply could be better. Use Improve response in the conversation. See Improve replies.
After every change, test it before leaving it to serve patients.
A tool fails
In the conversation, the tool’s card says Failed or Denied. In the agent, an integration may say it’s disabled, isn’t responding or no longer exists. The Tools report shows how often each one fails. If the connection to your system isn’t responding, tell whoever manages your organization’s integrations or the Arbol team.
Notices or the daily report don’t arrive
Check that they’re on in Settings › Organization, that the emails are spelled right and that you saved your changes. Look in the spam folder. See Notices and the daily report.
Dashboard error messages
| Message | What to do |
|---|---|
| “Your session expired. Sign in again.” | Sign in again. |
| “You do not have permission to do this.” | Your role doesn’t include that action. Ask an administrator to check it. |
| “Someone else changed this while you were editing.” | Reload the page and make your change again. |
| “Too many requests in a row.” | Wait a moment and try again. |
| “The service is unavailable right now.” | Try again in a few minutes. |
| “We could not find it. It may have been deleted.” | Go back to the list: the item no longer exists or belongs to another organization. |
| “Some of the data is not valid.” | Check the fields marked in the form. |
Get help
In the menu, click Support to write to the Arbol team by email or WhatsApp. Tell them what you were trying to do, on which page and what message you saw. Don’t send patient data that isn’t needed.
If your role allows it, you can also ask Arbi, the Dashboard’s assistant, for example “which conversations did the AI escalate this week?”.
For developers
If your organization connects its systems to Raíz through the API (to create campaigns, read conversations or start contacts), the technical pages are at Raíz for developers.