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Troubleshooting
Use this guide to work through common rather.chat issues before escalating to support.
Quick triage
| Issue area | First check | Related guide |
|---|---|---|
| Chats missing | Refresh the page and clear filters | Chat operations |
| Cannot reply in a chat | Pause the bot first | Chat operations |
| Broadcast problems | Review file format and failed-message details | Create and send a broadcast |
| WhatsApp setup failed | Retry the Meta flow and confirm permissions | Connect to WhatsApp |
| Dashboard or Stats page blank | Wait briefly, then refresh | Stats overview |
Chat visibility and access
Why can't I see any chats?
Likely causes:
- The page needs to be refreshed.
- There is a short delay before a new chat appears.
- Filters are hiding the conversation.
- No new inbound messages have been received.
What to do:
- Refresh the page.
- Wait a few minutes.
- Clear filters and check again.
Why can I see a chat but not reply?
The most common reason is that the bot is still active.
What to do:
- Pause the bot before replying manually.
Why are some chats missing or disappearing?
Likely causes:
- Filters are hiding the chat.
- The conversation has moved out of the current view.
- Another team member may be handling it.
- The page has not refreshed properly.
What to do:
- Refresh the page.
- Check all chats.
- Confirm whether another team member owns the conversation.
Bot behaviour and timing
Why is the bot replying while I am typing?
The bot is still active.
Pause the bot before taking over a conversation manually.
What happens if I reply while the bot is still active?
- The user may receive mixed or duplicate messages.
- The conversation becomes harder to follow.
When should I pause the bot?
- When a user needs human help.
- When the request is outside the automated flow.
- When you are taking over the conversation manually.
When should I resume the bot?
- After the manual interaction is complete.
- When the conversation can return to the normal automated flow.
Reply workflow
Use this sequence when a customer needs help:
- Open the chat.
- Review the conversation history.
- Pause the bot.
- Respond to the user.
- Resolve the query.
- Tag the chat if needed.
- Leave the chat in the correct state.
- Resume the bot.
If you do not know the answer yet, tell the user you are checking and return when you have the correct information.
Example:
Let me check that for you quickly.
Stats and Dashboard issues
The Stats page appears blank. What should I do?
- Wait a few seconds for the embedded dashboard to load.
- Refresh the page.
- Contact support if the page still does not load.
The Dashboard appears blank. What should I do?
- Wait a few seconds for the page to finish loading.
- Refresh the page.
- Confirm you have access to the selected company workspace.
- Contact support if it still does not load.
Failed messages
A chat or broadcast message failed. What should I check first?
- Check whether the recipient number includes the country code.
- Confirm the recipient can receive WhatsApp messages.
- Confirm the selected template is approved and available for the selected channel.
- Check that broadcast variables match the approved template.
- Confirm media URLs are public and use supported file types.
- Review common failed-message reasons.
Should I retry a failed message immediately?
Retry only after you understand the failure reason. Retrying without fixing the number, template, media URL, or sending limit usually repeats the same failure.
What to send support
When you escalate, include as much of the following as possible:
- Company name
- Affected channel or phone number
- Screenshot of the issue
- Broadcast name, if relevant
- Affected user or chat, if relevant
- The exact error message
- Approximate date and time of the issue
Contact support
If the issue continues after the checks above, contact support through:
- Resources -> Get Help
- human@rather.chat
INFO
Support response times are not currently published in these docs. Include enough detail in your first message so the support team can investigate without extra back-and-forth.