Platform
Troubleshooting
Fixes for the most common problems: emails not sending, channels not linking, missing receipts, running out of tokens and connectors that won't stay connected.
Quick fixes
| Symptom | Likely cause | Fix |
|---|---|---|
| Agent drafted an email but nothing was sent | Sending is off, or it's waiting for approval | Check the header pill and the approval bar |
| "isn't connected, so it can draft this but not send it" | No sender for that platform | Connect one in Plugins → Connectors |
| WhatsApp or Telegram never shows Connected | Code expired or message format wrong | Get a new code and send LINK <CODE> |
| No receipt under a reply | Nothing changed, or the receipt was skipped | Check Records directly |
| Message fails with Upgrade plan | Out of tokens | Redeem a plan, then Retry |
| Connector card still shows Connect | Popup blocked or sign-in not finished | Allow popups and connect again |
| Verification code rejected | Expired, or an older code | Send a new code and use the newest email |
An email isn't sending
Work through these in order. Most sends that "didn't happen" are one of the first three.
- Is an approval pending? With Ask before sending on, the agent stops after showing the draft. Look for the approval bar above the composer and press Send, or reply "send".
- Is sending off? The agent header shows Sending off. Click it and switch Sending on in Settings → General. The
blocked in the last 24 hourscount shows sends that were stopped. - Is a sender connected? Open Plugins → Connectors and check that Email (SMTP), Gmail or Outlook shows Connected. Ask the agent which mail accounts it can see; it checks with
list_mail_accounts. - Are the SMTP details right? They aren't tested when you save them. A wrong host, port or encryption setting fails at send time. Recheck them, or add the sender again with Add another.
- Did the addresses pass verification? Agents that run
verify_emailsmay hold back invalid or risky addresses. Ask the agent for the results.
A channel won't link
- The code expired. Codes last 15 minutes. If the card says This code has expired., press Get a new code and send the new one. Older codes never work.
- Wrong message format. Send exactly
LINK, a space and the code, likeLINK 2CPQDL. Use Copy "LINK CODE" or the QR code to avoid typos. - Wrong number or bot. Send to the WhatsApp number or Telegram bot shown on the card for that code.
- Wrong phone. WhatsApp links the phone the message comes from. Scan the QR code with the phone you want linked.
- Still waiting? Leave the page open for a minute; it checks by itself. If the code expires first, start again with a new one.
No receipt shown
A missing receipt doesn't mean the agent did nothing. Receipts are skipped when:
- the turn changed nothing that receipts track (questions, drafts, reports, single-lead edits, companies);
- reading your Records took more than 4 seconds before the message went out;
- you reloaded the page, or the message came in through a channel.
Open Records to see the current state, or ask the agent to list exactly what it created with IDs. See Work receipts.
Out of tokens
When a message fails with a note that you've run out of tokens, you stay signed in and nothing is lost. Buy a plan, redeem the licence code on the plans page, then press Retry. If you use your own AI key, check it's still valid. See Tokens and limits.
A connector still shows Connect
- The popup was blocked. Allow popups for the app, then press Connect again.
- The popup was closed early. Finish the provider's sign-in and approval screens until the popup closes, then check the card again.
- The wrong account was approved. Disconnect, then connect again and pick the right Google or Microsoft account.
- It's a Macrid-app connector. WhatsApp Business and Facebook usually show Set up in Macrid, because their status often can't be read here. That's expected.
- The page is stale. Reload the Connectors tab. Connections are shared by all agents, so any agent's tab shows the same state.