01
AI isn't responding
Check these three items first — they solve most cases:
- AI toggle is ON in Dashboard → Channel settings
- WhatsApp or Instagram integration shows Active status
- Knowledge base has at least one product or FAQ entry
02
Wrong or outdated answers
Update your knowledge base and re-scan your website. Remove discontinued products and refresh hero SKUs after sales or catalog changes.
03
When to take over manually
Pause AI on any thread from the inbox and reply yourself. Resume AI when the conversation is resolved. Set escalation rules for refunds, complaints, and VIP buyers.