Troubleshooting
Almost everything that looks broken is one of four things. Start here before you write to us.
Almost everything that looks broken in Konvo is one of four things: an agent that is saved but not live, a channel that is connected but not attached to an agent, a browser cache holding an old version of your widget, or DNS that has not finished propagating. Start here before you write to us, because these are quick to check and quick to fix.
Your AI is not replying
Four checks, in this order, because each one is more common than the next.
Is the agent live? Open it and look beside its name. If it says Not live, that is your answer. Saving an agent does not put it to work.
Is this channel attached to it? In the agent's settings, the channel needs to be ticked. Connecting a channel and giving it to your agent are two separate steps, and this is the one people miss.
Is it inside its hours? If you set business or custom hours, conversations outside them go to your team by design.
Is this a conversation that came over from Konvo 1? Migrated conversations arrive unassigned, so your agent does not pick them up. That is deliberate, not a fault.
Your inbox looks almost empty
It is filtered. Your default view excludes your AI, so what you are seeing is your work rather than everything happening in the workspace.
Your agent's conversations are under Konvo AI in the sidebar. If the number there is healthy, nothing is wrong: the system is working exactly as intended and your inbox is quiet because your agent is busy.
Your AI answers but will not do anything
It replies, but it will not check an order or issue a refund. Two possible reasons and they need different fixes.
The integration is not connected, so those tools do not exist yet. Connect it in the agent's Tools panel.
The integration is connected but that specific tool is off. This is the more likely one, because tools are switched on individually. Open Tools, find the tool, and check its mode. A tool set to off does not exist as far as your agent is concerned, so it will tell the customer it cannot do that rather than passing the request to you.
Emails are not arriving
Send yourself a test from an outside address, not from your own mailbox.
Check forwarding at your provider. Connecting the channel does not pull mail in; something has to forward it.
Look for a banner across the top of Konvo. If a connection has failed, Konvo says so there and asks you to re-verify. That usually means access was revoked on Google's side, or a DNS record changed.
Send a real test email. It is the only check that proves the whole path end to end, so do it after any change rather than trusting a connected status.
Your replies arrive in spam, or bounce
This is domain authentication, essentially always. Every record Konvo gave you needs to be live, and a record that has not propagated looks identical to one you typed wrong, so check for a trailing space or a missing dot if you pasted them by hand.
Then send yourself a real email from the address and see where it lands. That is the only test that tells you the truth.
Your widget is not showing your changes
Clear your cache, or open the page in a private window. This is the answer the overwhelming majority of the time, and it is worth ruling out before you go looking at your theme.
If it is not showing at all, check the script sits just before the closing </body> tag
rather than in the head. On Shopify, check the app is installed and the widget enabled in
your theme.
A task disappeared
Tasks are on a short clock. The due window is measured in minutes rather than days, and once a task goes overdue it cancels itself about an hour later.
So a task can appear and be gone inside the same morning, which is why they are worth clearing as they arrive rather than batching them. Nothing is lost when one cancels: the conversation is still there, so open it and carry on from the thread.
Your numbers do not match your inbox
Three reasons, all by design. Analytics refreshes about every 15 minutes. Spam is excluded from everything except the spam count. And time metrics are medians, so one nine-day conversation does not drag your whole week.
You cannot see Analytics
It is visible to Manager, Admin and Owner only. Check your role in Settings > Team.
Still stuck
Ask Konvo's own AI. We run Konvo on Konvo, so it has these guides and answers from them, and it is available whenever you are working.
If you are new or have just moved over, you also have a named contact at Konvo who knows your setup. Go to them rather than starting from scratch, and bring four things:
- What you expected, and what happened instead.
- One example. A conversation, an order number, a customer's email address.
- When it started, and what changed around then: a new channel, an edit to your agent, a DNS change.
- A screenshot, if there is anything to see.
The example saves the most time by a wide margin. One real conversation someone can open tells them more than three paragraphs describing it.