Skip to main content
The fastest path to a working Keloa is catching problems at the connection boundary. Most issues fall into five categories:

​
Widget isn’t showing up

  1. Open your site in an incognito window.
  2. Right-click → Inspect → Network tab → reload.
  3. Look for loader.js. If missing, the script tag didn’t run — check it’s in the page source before </body>.
  4. If loader.js is 404, the agent value in the loader URL is wrong, or that AI agent is paused. Copy the snippet again from AI agents → your agent → Channels → Web widget.
  5. If loader.js loads but the bubble doesn’t appear, check for CSP headers blocking app.keloa.ai.
  6. If the console says [Keloa] Widget blocked: origin '…' is not in the allowed domains list., add that exact host under AI agents → your agent → Channels → Web widget → Allowed origins. With identity verification on, the page must also be served over https on the standard port (development hosts such as localhost excepted).

​
Signed-in users aren’t recognised

If your site uses identity verification and users still chat anonymously:
  1. Open the browser’s Network tab and find the request to /widget/v1/identify.
  2. A 401 response with identity_invalid names a reason, such as expired, bad_signature or wrong_audience. Look it up in the reason code table.
  3. identity_disabled means verification is Off, or the agent has no active secret or allowed origin.
  4. A 429 means too many identify calls. Call Keloa('identify') once per page, not on every render.
  5. Check the console for [Keloa] warnings about getToken(): your token endpoint must return the token, and answer 401 (not a redirect) when the user is signed out.

​
AI isn’t replying

  1. Open the channel in Integrations. Status should be connected.
  2. Scroll down — is an AI agent attached? If not, pick one.
  3. Open the agent in AI agents. Status should be live, not paused.
  4. Check your credit usage in Settings → Plan & billing. If at 100%, the AI is paused until next cycle or top-up.
  5. Use the Try this agent panel to confirm the agent itself works. If that fails, re-check the system prompt.

​
Answers are wrong or generic

Root cause is almost always knowledge:
  1. Open Knowledge. Are sources marked synced?
  2. Use Try this agent and ask the bad question. Check Sources — what passages did it use?
  3. If the wrong passage was retrieved, add a Q&A pair that answers the question directly.
  4. If the right passage was retrieved but the AI ignored it, tighten the system prompt: “Answer from the knowledge provided. If information conflicts, prefer Q&A pairs.”
  5. If no passage was retrieved, the knowledge is missing — add it.

​
Email not arriving

Inbound (→ Keloa):
  1. Send a test to the inbound address Keloa gave you (e.g. acme-abc@inbound.keloa.ai). If that arrives, the issue is the forwarding rule at your mail provider, not Keloa.
  2. If the inbound address doesn’t receive, check spam and any filters at Keloa’s side — usually fine.
Outbound (Keloa → customer):
  1. Check the domain is verified in Settings → Email domains.
  2. Use mail-tester.com — send a test from Keloa to the address mail-tester gives you. Score should be 9+/10.
  3. If DKIM fails, re-check the CNAME records exactly as Keloa shows them.

​
Instagram or Messenger channel broken

If the card shows Reconnect needed, the Page access token expired or a permission was revoked. Messages still arrive, but replies don’t go out.
  1. Integrations → Facebook Messenger or Instagram → Reconnect on the card.
  2. Log in with a Facebook account that manages the Page (and the linked Instagram account).
  3. Approve the permissions again.
Click Check connection on the card to check that Meta still sends the Page’s messages to Keloa. If the card says Instagram account unlinked, link the Instagram account to the Page again in Meta Business Suite, then reconnect. See Instagram and Messenger.

​
WhatsApp number not working

There’s no token for you to renew on WhatsApp. If the number’s card says Needs attention, WhatsApp reported a quality or connection problem; Keloa looks into it and contacts you if you need to act. When a single reply fails, the message says why, for example a closed reply window or a contact who blocked your number. See WhatsApp troubleshooting.

​
Telegram bot not working

Check the bot’s card in Integrations → Telegram. Token revoked means the token was regenerated in BotFather; Needs attention means another tool took over the bot or Telegram can’t reach Keloa. See Telegram troubleshooting.

​
Slack app not answering

In a channel, the Keloa app only sees messages that mention it, in channels it was added to: type /invite @Keloa in the channel, then mention @Keloa. In a thread, it only answers the person who started it. If the card in Integrations → Slack says Access revoked, click Reconnect. See Slack troubleshooting.

​
Conversations arrive but notifications don’t

  1. In your browser, open site settings for app.keloa.ai → Notifications → Allow.
  2. Check Profile → Notifications — desktop + email toggles are on for the event you expect.
  3. In macOS, check System Settings → Notifications → your browser is allowed.

​
Still stuck?

Email support@keloa.ai with:
  • your workspace slug
  • the exact thing you did
  • what you expected vs what happened
  • a screenshot if there’s UI involved
We read every message.