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Troubleshooting Guide

Find solutions to common issues and problems you might encounter with Agentix.

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Agent Performance Issues

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Agent Not Responding

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Common Causes

• Agent is disabled: Check if your agent is active in the dashboard
• Knowledge base issues: Verify your knowledge sources are connected
• API rate limits: Check if you’ve exceeded usage limits
• Integration problems: Verify external connections are working

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Solutions

1. Check Agent Status
   • Go to your agent dashboard
   • Verify the agent is marked as “Active”
   • Check the last activity timestamp
2. Test Agent Manually
   • Use the built-in testing interface
   • Try different types of questions
   • Check if responses are appropriate
3. Review Knowledge Base
   • Verify knowledge sources are connected
   • Check if documents are properly indexed
   • Test knowledge base search functionality

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Poor Response Quality

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Symptoms

• Responses are irrelevant or incorrect
• Agent gives generic answers
• Missing important information
• Inconsistent behavior

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Solutions

1. Improve Knowledge Base
   • Add more relevant documents
   • Update outdated information
   • Organize content better
   • Add specific examples
2. Review Training Data
   • Check training examples are relevant
   • Add more diverse scenarios
   • Include edge cases
   • Update based on real conversations
3. Adjust Agent Settings
   • Modify response length settings
   • Adjust confidence thresholds
   • Update personality settings
   • Configure escalation rules

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Slow Response Times

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Common Causes

• Large knowledge base: Too much content to process
• Complex queries: Difficult questions requiring more processing
• System load: High usage affecting performance
• Network issues: Slow external API calls

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Solutions

1. Optimize Knowledge Base
   • Remove unnecessary content
   • Organize information better
   • Use more specific categories
   • Implement content filtering
2. Improve Query Processing
   • Simplify complex questions
   • Add query preprocessing
   • Implement caching strategies
   • Optimize search algorithms
3. Monitor System Performance
   • Check system status page
   • Monitor usage metrics
   • Contact support if needed
   • Consider upgrading plan

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Integration Issues

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Connection Problems

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WhatsApp Integration

Symptoms: Messages not sending or receiving Solutions:

• Verify WhatsApp Business API credentials
• Check webhook configuration
• Ensure phone number is verified
• Test with simple messages first

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Shopify Integration

Symptoms: Product data not syncing Solutions:

• Verify Shopify API permissions
• Check product visibility settings
• Ensure webhook endpoints are active
• Test API connections manually

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Google Drive Integration

Symptoms: Documents not accessible Solutions:

• Verify Google Drive API credentials
• Check folder permissions
• Ensure documents are shared correctly
• Test with simple documents first

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API Rate Limiting

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Symptoms

• Requests being rejected
• Error messages about limits
• Inconsistent API responses
• Timeout errors

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Solutions

1. Check Usage Limits
   • Review your current usage
   • Check plan limits
   • Monitor API usage patterns
   • Consider upgrading plan
2. Implement Rate Limiting
   • Add delays between requests
   • Implement exponential backoff
   • Use request queuing
   • Cache responses when possible
3. Optimize API Usage
   • Batch requests when possible
   • Use more efficient endpoints
   • Implement request caching
   • Reduce unnecessary calls

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Account & Billing Issues

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Login Problems

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Can’t Access Account

Symptoms: Unable to log in, password not working Solutions:

1. Reset Password
   • Use “Forgot Password” link
   • Check email for reset instructions
   • Create new password following requirements
   • Clear browser cache and cookies
2. Check Account Status
   • Verify account is not suspended
   • Check if billing is up to date
   • Contact support if account is locked
3. Browser Issues
   • Try different browser
   • Clear cache and cookies
   • Disable browser extensions
   • Check if JavaScript is enabled

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Billing Issues

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Payment Problems

Symptoms: Payment declined, billing errors Solutions:

1. Check Payment Method
   • Verify card details are correct
   • Check if card has sufficient funds
   • Ensure card is not expired
   • Try different payment method
2. Contact Billing Support
   • Email [email protected]
   • Provide account details
   • Explain the specific issue
   • Request payment method update

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Usage Overages

Symptoms: Unexpected charges, usage alerts Solutions:

1. Review Usage
   • Check usage dashboard
   • Identify high-usage periods
   • Review conversation logs
   • Analyze usage patterns
2. Optimize Usage
   • Implement usage monitoring
   • Set up usage alerts
   • Optimize agent responses
   • Consider plan upgrade

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Technical Issues

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System Errors

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500 Internal Server Error

Symptoms: Server errors, system unavailable Solutions:

1. Check System Status
   • Visit status page
   • Check for ongoing issues
   • Wait for system recovery
   • Contact support if persistent
2. Retry Operations
   • Wait a few minutes
   • Try the operation again
   • Clear browser cache
   • Use different browser

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Database Connection Errors

Symptoms: Data not loading, sync issues Solutions:

1. Check Integrations
   • Verify database connections
   • Test API endpoints
   • Check authentication
   • Review connection logs
2. Contact Support
   • Provide error details
   • Include error messages
   • Share relevant logs
   • Describe steps to reproduce

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Performance Issues

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Slow Loading Times

Symptoms: Pages loading slowly, timeouts Solutions:

1. Check Internet Connection
   • Test connection speed
   • Try different network
   • Check for network issues
   • Contact ISP if needed
2. Browser Optimization
   • Clear browser cache
   • Disable unnecessary extensions
   • Update browser version
   • Try incognito mode

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Memory Issues

Symptoms: Browser crashes, slow performance Solutions:

1. Close Unnecessary Tabs
   • Reduce browser memory usage
   • Close unused applications
   • Restart browser
   • Clear browser data
2. System Resources
   • Check available RAM
   • Close other applications
   • Restart computer
   • Update system software

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Getting Help

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When to Contact Support

Contact our support team if you experience:

• System-wide issues: Problems affecting multiple users
• Data loss: Missing conversations or configurations
• Security concerns: Suspicious activity or breaches
• Billing disputes: Incorrect charges or payment issues
• Integration failures: External system connection problems

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How to Contact Support

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Support Channels

• Email: [email protected]
• Live Chat: Available in dashboard
• Phone: 1-800-AGENTIX
• Community Forum: Get help from other users

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Information to Provide

When contacting support, include:

• Account details: Email and account information
• Error messages: Exact error text
• Steps to reproduce: How to recreate the issue
• Screenshots: Visual evidence of problems
• Browser information: Browser type and version

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Self-Service Resources

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Documentation

• User Guides: Step-by-step instructions
• API Documentation: Technical reference
• Video Tutorials: Visual learning resources
• Best Practices: Recommended approaches

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Community Resources

• Community Forum: User discussions and help
• Knowledge Base: Searchable help articles
• Video Library: Training and tutorial videos
• Webinars: Live training sessions

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Prevention Tips

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Regular Maintenance

• Monitor Performance: Check analytics regularly
• Update Knowledge: Keep information current
• Test Integrations: Verify connections work
• Review Settings: Ensure configurations are optimal

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Best Practices

• Backup Configurations: Save agent settings
• Monitor Usage: Track usage patterns
• Update Regularly: Keep systems current
• Document Changes: Track modifications

Contact Support

Get personalized help from our support team

System Status

Check for ongoing system issues

Community Forum

Get help from other users