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Common issues

The agent isn't replying on a channel​

  1. Check the channel status under Channels in the dashboard — a red state means the platform authorization expired or was revoked. Click Reconnect.
  2. Look for a competing bot. LINE and KakaoTalk deliver messages to a single webhook; if another tool (or the platform's built-in auto-reply) re-registered its webhook, OneChat stops receiving messages. Disable the other tool and reconnect.
  3. Check your spending cap. If you've used your 100 included conversations and hit your spending cap, the agent pauses on new conversations until you raise the cap or the month resets.

Replies are in the wrong language​

Language is detected per message, but your instructions win. Check for an accidental "always reply in …" line. See Languages for how to pin or limit languages deliberately.

The agent gives a wrong or outdated answer​

  • The knowledge came from your website — if the website is outdated, fix the source page, then trigger a refresh under Agent → Knowledge.
  • For policies not on your website, add them directly to the instructions. Instructions take priority over crawled content.
  • Add a hard line for anything the agent must never say (e.g. "never promise a delivery date").

Escalations aren't arriving in Slack​

  1. Confirm Slack is connected under Settings → Slack and the target channel still exists.
  2. If the channel is private, invite the OneChat app to it in Slack.
  3. Send a test message like "I want to talk to a human" to your agent and watch for the escalation.

A conversation was counted but the agent barely did anything​

A conversation is one customer chat session, regardless of message count — that's what keeps pricing predictable. See What counts as a conversation?

Still stuck?​

Email hello@onechat.app with the channel, a screenshot, and roughly when the problem started. We'll take it from there.