Where to start

#General checks

#Is the element active?

Agents, automations and campaigns work only when they are active. You can see the status in the workspace Overview and at the top of the element's page.

What the customer sees with a paused agent is in The chat agent and The voice agent. If you see the Forced pause badge next to the status, the plan stopped the element: see Forced pause.

#Have you used up this month's quotas?

AI messages, call minutes, automation runs and campaign sends are monthly quotas. When one runs out, you see one of these signs:

• on the website, the widget shows “You've reached the monthly message limit.”: see Website widget;
• in Calls you find “Unsuccessful” calls with “Voice minutes exhausted”;
• in an automation's runs you read “Monthly executions used up: the automation did not run.”;
• a campaign goes “Paused” on its own, and the account owner gets a warning email.

This month's usage is in AccountSubscription. What restarts with a pack and what doesn't: A monthly quota has run out. How usage is counted: How usage is counted.

#Do you have the right permission?

If you work in someone else's account, you only see what your role allows. You're missing a permission when:

• a menu item doesn't show, for example Contacts;
• a button or a panel isn't there, like the “OpenAI key” panel or the Test Chat button;
• when you open a link, you read “Access not authorised”, with the name of the missing permission.

A lock, on the other hand, means a plan limit, not a permission: see The lock and the limit window.

To get a permission, ask the account owner, who has them all, or someone with the “Team and permissions” permission. Console messages call them “Administrator”. The list is in Team, roles and permissions.

If the “OpenAI key” panel is missing. You set the OpenAI key in three places: AccountSubscription, WorkspaceSettingsGeneral and, for a chat agent, Agent profileGeneral. An “OpenAI key” panel is missing for one of these reasons:

• You don't have the “Billing” permission. This applies to all three panels: without that permission they don't show, and there's no lock. The account owner always has it.
• Your plan doesn't include your own key. This applies to the panel in Account › Subscription, which then doesn't show, again with no lock. What your plan includes: Plans, quotas and usage.
• You're on a reseller's portal. The SupportFast Subscription page isn't there.

See OpenAI key.

#Is your screen wide enough?

The console is meant for a computer. On a smartphone, or in a browser window that's too narrow, “Screen resolution not supported” appears.

• On a smartphone, press Copy console link and open the link on a computer.
• On a computer, widen the browser window. If the zoom is high, reduce it with Ctrl and - (on a Mac, Cmd and -).

#Did you sign in from another device?

If the console signs you out with “You signed in from another device”, someone opened your user elsewhere: each user has only one session. If it's a teammate, give them their own user from Team; if you don't know who it is, change your password.

#Did you save and publish?

In the chat agent's Playground and in the automations' Playground, customers see your changes only after Publish: see Testing and publishing and Saving, publishing, fixing. The Agent profile tabs, instead, are saved one at a time with the bar at the bottom.

#Choose your problem

If the problem is still there after these checks, find what you see here and open the page shown.

#Can't find your case?

Search for a word from the message with the search box at the top. If the problem is still there, write to us: How to report a problem tells you what to include to get a faster answer.

#See also