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.

A reply or courier booking failed once — do I need to redo it?

Usually no. Failed AI replies, bulk image sends, and courier bookings are logged and retried automatically with a short backoff. Check the Operations tab → Error/Retry Queue — if something is still stuck after several attempts, it shows there with a Retry Now button, and you'll get an email if it keeps failing. See Capabilities & Operations Dashboard.

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 my Facebook Page, Instagram, and WhatsApp together? Yes — train once, connect to all three.

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 SalesChat AI? Open a ticket from the Support page in your dashboard, email info@nextcorebd.com, or message us on WhatsApp.