Troubleshooting

Messages aren't reaching customers

• Check Meta Business Verification. If your account isn't verified, you can only message numbers added as test recipients in Meta Business Manager.
• Check the 24-hour window. WhatsApp only allows free-form messages within 24 hours of the customer's last message. Outside that window, you must use an approved template.
• Check template status. If a broadcast is using a template that's pending approval or was rejected, sends will fail. Open WhatsApp Templates and check status.

The AI is giving generic answers

• Knowledge base may be empty or thin. Open Knowledge Base and check that documents are uploaded and indexed.
• Documents may be too long per chunk. If a 50-page PDF covers many topics, the AI may struggle to retrieve the right section. Split into focused documents — one per topic.
• The question may be outside your KB. Add a document specifically covering the topic you tested.

The AI is hallucinating prices or policies

This usually means the relevant info isn't in your knowledge base, so the AI is filling gaps. Add an authoritative document (price list, policy doc) and re-test. If it persists, contact support — we may need to tune the per-branch system prompt.

Voice messages aren't being understood

• AgentShift uses OpenAI Whisper with a Hindi language hint by default. Heavy regional dialects (deep Tamil, deep Malayalam) may transcribe imperfectly.
• Background noise hurts accuracy. The customer is the variable here, not your config.
• If a specific customer's voice notes consistently fail, ask them to type — Whisper has limits.

Customer says "the bot isn't responding"

• Check that the AI is enabled for that branch in Branch Settings.
• Check if a human agent took over. Once a human takes over a conversation, the AI stays silent until you toggle it back on.
• Check credits. If your conversation credits are exhausted, the AI pauses. Top up from Billing.

Appointment slots aren't showing

• Confirm operating hours are set for that weekday
• Check that the date isn't in your blocked-dates list
• Confirm the requested service is assigned to at least one available staff member
• If using Google Calendar sync, check that the calendar isn't blocking the slot with another event

Invoice GST math looks wrong

• Verify your business address state — this determines whether CGST+SGST or IGST applies
• Check the customer's state on the invoice — if they're in your state, you'll see CGST+SGST; if elsewhere, IGST
• Per-product HSN codes override the default rate — check that products have the correct rate

Broadcast sent to fewer people than expected

• WhatsApp throttles new business numbers — your daily messaging limit grows as your account ages and quality stays high
• Recipients without a 24-hour window or with low engagement scores may be skipped
• Customers who've blocked your number won't receive messages and don't count against you

Still stuck?

Contact support with the conversation ID (visible in the Inbox URL) — that lets us pull the exact trace and respond fast.