Common Issues & Resolutions
Simple guides on customer care windows, channel connections, document uploads, and credit safeguards.
Diagnostics & Resolution Overview
This guide provides quick solutions for common questions regarding channel connections, customer care windows, document uploads, and automated credit safeguards. Browse the dedicated categories below for detailed diagnostic steps.
Messaging Channels & Connection
Root Cause: WhatsApp has an official 24-hour customer care rule to prevent spam. If 24 hours have passed since the customer's last reply, WhatsApp requires businesses to use an approved Message Template to reconnect.
Resolution: Orbion protects your business number automatically! Instead of failing your message, the platform prompts you to send an approved follow-up template. In your Omni-Inbox, simply choose a template from the quick actions menu. As soon as the customer answers, your normal conversation window re-opens immediately.
Root Cause: The channel connection may have been interrupted or your Facebook login authorization needs a quick refresh.
Resolution: Navigate to Channels (/user/admin/channels). Under WhatsApp or Instagram, click 'Reconnect' to refresh your official Meta connection. Orbion automatically re-synchronizes all inbound and outbound messages in seconds.
Root Cause: Your Twilio account is currently in Trial Mode, which telecom rules restrict to sending test messages only to phone numbers pre-registered in your account.
Resolution: Orbion detects trial accounts automatically. For testing, add your phone number in Twilio Console > Phone Numbers > Verified Caller IDs. When you're ready to launch, add a balance to your Twilio account to upgrade to Live mode and send to anyone worldwide.
Root Cause: Your Meta password was changed, or account permissions were updated in your Meta Business Suite.
Resolution: In Channels (/user/admin/channels), click 'Reconnect' to launch the official Meta login window. Log in and confirm permissions. Orbion will restore the connection instantly with all your chat history safe.
Knowledge Base & Agent Uploads
Root Cause: The uploaded document might be a scanned photocopy image without selectable text, or the file size is over 20MB.
Resolution: Ensure your PDF contains selectable text that you can highlight and copy with your mouse. If your document is a scanned image or photo, convert it to a Word document or text file before uploading in Agent Studio (/user/admin/ai). For large manuals over 20MB, split them into smaller chapters.
Root Cause: The uploaded document collection might not be turned on for that agent in your settings.
Resolution: Go to Agent Studio (/user/admin/ai) > Knowledge Sources tab. Verify that your document collection is checked. In settings, ensure the match threshold is set to 0.75 so the agent accurately finds the right facts.
Root Cause: Your login session in the browser has timed out.
Resolution: Log out and sign back in to refresh your active login session.
Credits & Wallet Safeguards
Root Cause: Your AI compute credit balance reached zero.
Resolution: This is a deliberate safety feature! Rather than leaving customers unanswered or dropping conversations, Orbion automatically forwards active chats to your human team in the Omni-Inbox. You can top up your balance anytime in Wallet (/user/admin/credits) or turn on Auto-Reload.
Root Cause: The estimated cost to send the campaign to all recipients exceeds your current wallet balance.
Resolution: Orbion automatically checks your balance before sending a campaign to prevent partial deliveries. Top up your wallet in /user/admin/credits to cover the audience size before launching the campaign.