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🛠️ Troubleshooting ​

Use this guide to work through common platform issues before escalating to support. Most day-to-day problems can be resolved by checking chat visibility, bot status, filters, or a simple page refresh.

  • Start here when something in the platform is not behaving as expected
  • Follow the checks in order before contacting support

👀 Chat Visibility And Access ​

Why can't I see any chats? ​

This is usually caused by one of the following:

  • The page needs to be refreshed
  • There is a short delay before a new chat appears
  • Filters are hiding the conversation
  • No new inbound messages have been received

What to do ​

  1. Refresh the page
  2. Wait a few minutes for the chat to appear
  3. Check your filters and clear them if needed

Why can I see a chat but not reply? ​

The most common reason is that the bot is still active.

What to do ​

  • Pause the bot before replying manually

Why are some chats missing or disappearing? ​

This can happen when:

  • Filters are hiding the chat
  • The conversation has already been handled or moved out of your current view
  • The page has not refreshed properly

What to do ​

  1. Refresh the page
  2. Check all chats
  3. Confirm whether another team member is handling the conversation

🤖 Bot Behaviour And Timing ​

Why is the bot replying while I'm typing? ​

The bot is still active.

Rule ​

  • Pause the bot before agent engagement

What happens if I reply while the bot is still active? ​

  • The user may receive mixed or duplicate messages
  • The conversation becomes confusing for the user

When should I pause the bot? ​

Pause the bot when:

  • A user needs human help
  • The query is complex or outside the bot flow
  • You are taking over the conversation manually

When should the bot be turned back on? ​

  • After the manual interaction is complete
  • When the conversation can return to the normal automated flow

Important behaviour ​

  • When the bot is paused, automated and trigger-based messages stop
  • The bot must be manually resumed when the conversation ends

🧑‍💻 Reply Workflows ​

Where do I reply to the client? ​

Reply in the main chat input area inside the conversation thread.

Can multiple agents reply to the same chat? ​

Yes, but this should be avoided unless the team is coordinating closely.

Best practice ​

  • One agent should own the conversation
  • Use tags and internal team processes to coordinate follow-up

When a user needs support, follow this sequence:

  1. Open the chat
  2. Review the conversation history
  3. Pause the bot
  4. Respond to the user
  5. Resolve the query
  6. Tag the chat if needed
  7. Leave the chat in the correct state
  8. Resume the bot

❓ If You Don't Know The Answer ​

  • Tag the chat for follow-up
  • Let the user know you are checking the issue
  • Return to the conversation once you have the correct information

Example Response ​

Let me check that for you quickly.

🚫 Common Mistakes To Avoid ​

  • Replying while the bot is active
  • Multiple agents responding at the same time
  • Forgetting to resume the bot after manual support
  • Leaving filters applied and assuming chats are missing

📈 Stats Issues ​

The Stats page appears blank. What should I do? ​

  • Wait a few seconds for the embedded dashboard to load
  • Refresh the page
  • Contact support if the page still does not load

🆘 Contact Support ​

If the issue continues after the checks above, contact support through:

  • Resources -> Get Help
  • human@rather.chat