FADA Chat Agent troubleshooting checklist

Identify the exact scope

Record the account, agent, page, channel, device, time and expected result. Determine whether the issue affects one visitor, one agent, one channel or the complete account.

Check access, status and capacity

• Confirm you are in the correct subaccount.
• Confirm the agent is active and allocated.
• Review wallet, storage and plan capacity.
• Confirm your user has permission to access the feature.
• Check whether the feature is plan-dependent.

Fix missing or weak answers

1. Search the Knowledge Base for the same question.
2. Confirm the source is current and unambiguous.
3. Re-train after changing sources.
4. Review the system prompt for conflicting instructions.
5. Test without changing multiple variables at once.

Fix widget and channel problems

• Confirm the correct embed code and agent UUID.
• Check for duplicate scripts.
• Clear website and CDN caches.
• Test a private window without browser extensions.
• Check desktop/mobile widget settings and fixed-element overlap.
• For Meta channels, confirm the connection is active and test a new conversation.

Fix lead, booking and notification issues

• Confirm required lead fields and collection method.
• Use the test-notification action.
• Check email delivery and webhook response.
• Confirm Cal.com or Calendly credentials and event type.
• Verify real availability and timezone.
• Never claim a booking succeeded without a confirmed provider response.

Escalate with useful evidence

Send FADA Support the agent name and UUID, affected URL/channel, approximate time, steps to reproduce, expected result, actual result and privacy-safe screenshots. Never send passwords, full API tokens or unrelated customer data.