> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> The most common issues and their fixes.

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, your `data-account` slug is wrong. Find the correct one in **Settings → Widget**.
5. If `loader.js` loads but the bubble doesn't appear, check for CSP headers blocking `app.keloa.ai`.

## 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](https://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.

## WhatsApp / Instagram / Messenger channel broken

If the status shows **Error**, the Meta token has expired or permissions were revoked.

1. **Integrations** → the channel card → **Reconnect**.
2. Sign in with a Meta user that admins the business/page/Instagram account.
3. Re-grant the permissions.

If reconnect fails, check `business.facebook.com → Business settings → Business integrations → Keloa`. It should exist and have the right Pages selected. Add any missing page and re-try.

## 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](mailto: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.