Troubleshooting & FAQ

The AI isn't replying

1. Is the agent attached and active? Check the Business Profile → agent status.
2. Do you have credits? A zero balance stops replies — top up from the subscription page.
3. Did you reply manually recently? The AI pauses itself after a manual reply and resumes automatically; you can resume it instantly from the conversation view.
4. Is the conversation paused or the customer blocked? Check the conversation's toggle in your dashboard.
5. WaSender connections: confirm the Webhook URL, webhook events (messages.received — tick messages.upsert too if shown), and the Webhook Secret are all set exactly as in the WhatsApp guide.

Replies are wrong or off-brand

Update the agent's training — business info, product prices, tone. Changes apply to the very next message. Keep instructions specific: "delivery inside Dhaka ৳70, outside ৳130" beats "delivery charges vary".

The AI answered a question it shouldn't

Add a rule to the agent's instructions ("never discuss discounts; escalate to a human"). The escalation feature will flag those conversations for you instead.

Orders aren't reaching Google Sheets / Steadfast / WooCommerce

Open Integrations and re-check credentials. All integration failures are logged with the reason on the order or in your notifications, and credentials can be re-entered any time — they're stored encrypted.

A payment I submitted hasn't activated

Payments activate on admin approval, usually within minutes. If it's been long, check the transaction ID you submitted for typos, or contact support with your trx ID.

Frequently asked

Do I need an official WhatsApp Business account? No — QR connect works with any WhatsApp number. See WhatsApp.

Can one agent serve both my Facebook Page and WhatsApp? Yes — train once, connect to both.

What languages does the AI speak? Bengali and English, and it follows whichever the customer uses.

Is my data safe? Conversations, orders, and credentials live on encrypted, access-controlled infrastructure; integration secrets are encrypted at rest. Customers' data is never shared between businesses.

How do I talk to a human at Sales Chat AI? Open a ticket from the Support page in your dashboard, email info@nextcorebd.com, or message us on WhatsApp.