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Troubleshooting

Overview​

Use this page when something in KiloBot is not working as expected. Match your symptom below — most issues come from missing configuration, provider status, permissions, or an unsaved draft. If you still need help after checking the steps, see Contact support.

Fix incomplete or incorrect answers​

When the agent misses a fact or contradicts your documentation, start with knowledge and prompt alignment before expanding Workflow.

  1. Open Knowledge Base and confirm the relevant fact exists for the selected agent.
  2. Remove or fix any source that contradicts it.
  3. Review the system prompt in Agent Setup.
  4. Choose Test agent with the same question.
  5. If the request should trigger an action, review the Workflow condition instead of adding more general knowledge.

Restore missing customer messages​

A connected channel, finished synchronization, and the correct agent context are required before messages appear in Inbox.

  1. Open Channels and confirm the correct channel is connected.
  2. For a new WhatsApp connection, wait for initial synchronization to finish.
  3. Send a fresh customer-side message.
  4. Verify you are viewing the correct agent and Inbox filters.

Restore AI replies​

Human escalation intentionally pauses AI replies. When the AI should be answering, check reply mode, credits, routing, and workflow branches.

  1. Check the conversation's AI reply state.
  2. Review Agent Setup Reply mode.
  3. Confirm routing permissions, available credits, and the connected channel.
  4. Review Workflow for a branch that should handle the message.

Restore booking availability​

Booking times depend on the active Service, assignment strategy, teammate Availability, and Calendar conflicts.

  1. Confirm the Service is active and selected in the Book appointment action.
  2. Check Service duration, buffer, and assignment strategy.
  3. Review teammate Availability, timezone, and Calendar conflicts.

Select an approved WhatsApp template​

Only Approved templates are selectable for Broadcast, Reminders, and Follow-ups.

  1. Open Message Templates.
  2. Check whether the template is Submitting, In review, Failed, or Approved.
  3. Confirm the template belongs to the intended channel and use case.

Restore page or action access​

KiloBot hides or disables controls when the user lacks permission.

  1. Review workspace membership and role permissions.
  2. Confirm the teammate has read or manage permission for that area.

Recover unsaved changes​

Many product areas require an explicit Save, Publish, or Confirm before changes become live.

  1. Look for a required Save, Publish, or Confirm action.
  2. Check Workflow, Agent Setup, reminder or follow-up message dialogs, Services, and Availability for unsaved drafts.

If the issue remains, collect the agent name, affected screen, approximate time, expected result, actual result, and a screenshot without sensitive customer data, then contact support.

Contact supportReport a bug or reach the team when troubleshooting is not enough