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Common Issues and Solutions

Before starting, ensure your browser is updated to the latest version and your internet connection is stable. These simple steps can resolve many issues!

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1. I Don’t See My Agents and Credits

Symptoms: - Agents are not showing in the dashboard.

Solutions: - Double-check your region in the URL and the header. - Clear your browser cache and cookies, then try again.
Using incognito mode can help identify whether browser extensions are causing the issue.

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2. I Don’t See the Analytics for My Voiceflow Agent

Symptoms: - Chatbot is unresponsive during a conversation. - Users report delays in responses.

Solutions: - Ensure that your Voiceflow API Key and Voiceflow Project ID are correct. - Regenerate your Voiceflow API keys if necessary. - Ensure that your are using the latest Voiceflow Template.
If the problem persists, verify that your Voiceflow agent is published and properly deployed.

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3. Unable to Connect a Custom Domain

Symptoms: - Custom domain setup fails during verification. - Subdomain redirects are not working.

Solutions: 1. Ensure your DNS records (A, CNAME) are correctly configured according to the setup instructions. 2. Wait for DNS propagation (this can take up to 24 hours). 3. If issues persist, contact your domain provider or our support team for assistance.
Use online DNS lookup tools to confirm your DNS records are correctly set up.

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4. CSS and z-index Issues

Cause: This issue often occurs due to conflicting CSS on your website, especially when multiple elements have high z-index values or global styles override the chatbot’s default styles.

Symptoms: - The chat widget is hidden behind other elements on the webpage. - The styles of the chatbot or dashboard appear broken or misaligned.

Solutions:
  1. Check z-index Conflicts:
    • Inspect the chat widget using browser developer tools.
    • Ensure the widget has a sufficiently high z-index (e.g., 9999) so it appears above other elements.
  2. Audit Global Styles:
    • Look for global CSS rules that might override the chatbot’s default styles.

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5. WhatsApp Integration Issues

Cause: - Incorrect WhatsApp Business ID. - Incorrect Webhook URL. - Expired or invalid tokens. - Configuration errors in the Convocore dashboard.

Symptoms: - Unable to connect the WhatsApp account. - Messages are not being sent or received. - Users see an “Integration Failed” or “Disconnected” error.

Solutions:
  1. Verify WhatsApp Business ID Credentials:
    • Double-check the API key, phone number ID, and business account ID.
  2. Refresh or Renew Access Tokens:
    • Generate a new token and update it in the Channels section of your Convocore dashboard.
  3. Verify Number Status:
    • Ensure your phone number is verified and connected to the WhatsApp Business API.
For detailed setup instructions, refer to the WhatsApp integration section in the Help Center.

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Still Need Help?

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📧 Contact Support

Reach out to our support team at: [email protected]

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💬 Join Our Discord

Join our Discord community for real-time assistance: Join Discord

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🔗 Explore the Knowledge Base

Check out our Help Center for detailed guides and tutorials that address many common issues.

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Quick Tips

Keep your platform up-to-date to ensure compatibility with the latest features.
Regularly back up your chatbot configurations and knowledge base data to avoid data loss.
We’re here to help you every step of the way!