Docs/TroubleshootingTroubleshooting
Troubleshooting
Start here when something looks wrong. Every problem in the help center is shown the same way: the problem, the fix, and the solution. Pick the one that matches what you are seeing.
On this page
All problems and fixes
Messages failing
The problem
Some or all messages show as failed
The fix
Start with how widespread the failures are: a handful here and there is normal delivery churn, while nearly everything failing points at a line that is genuinely restricted.
The solution
You know within minutes whether this is normal churn or a line that needs us.
Queued, pending, or deferred
The problem
A message sits queued, pending, or deferred
The fix
Queued means waiting on the hourly limit, pending means it should have moved by now, and deferred means the AI is intentionally waiting. Match the status to what it means before touching anything.
The solution
You know whether it clears itself or needs action from you.
AI not responding
The problem
The AI never replies to a lead
The fix
Walk the decision tree from the initial message through AI assignment, agent status, and automations that switch the AI off.
The solution
You find the exact step where the conversation stops.
AI not booking
The problem
The AI talks to leads but never books
The fix
Check the calendar connection, bookable availability, rep routing, and anything that pauses the AI before it can ask.
The solution
Conversations end in confirmed appointments instead of small talk.
When to contact us
Every guide above ends with the same advice: run one test of your own first. If your test works and real leads do not, the difference is in the conversation, not the setup. If your test fails the same way, contact us with the lead's number and the approximate time so we can pull the exact message log.
Still need a hand?
If your volume is going to run past the daily or hourly limits, or something is not behaving the way these docs describe, talk to our team.