General troubleshooting guide

General troubleshooting guide

The general troubleshooting guide helps you quickly identify and fix common issues across the platform.

Instead of searching multiple sections, follow these steps to diagnose problems efficiently.

When to use general troubleshooting guide #

Use the general troubleshooting guide when:

• A feature is not working as expected
• A campaign or workflow does not run
• Messages are not delivered
• You are unsure where the issue comes from

How to use general troubleshooting guide #

Follow this order to diagnose most issues:

1. Check your access and permissions
2. Verify required setup
3. Confirm feature status (active/inactive)
4. Review recent actions
5. Test with a simple example

Step 1 — Check permissions in general troubleshooting guide #

Make sure you have access to the feature.

Check:

• Your role (CompanyAdmin or TenantUser)
• Your assigned permissions

👉 See:
User roles and permissions

Step 2 — Verify setup in general troubleshooting guide #

Most issues happen because setup is incomplete.

Check required configurations:

• WhatsApp setup →
  👉 WhatsApp setup: connect & verify number
• Email setup →
  👉 Email setup: SMTP & mailbox guide
• API integrations →
  👉 API tokens

Step 3 — Check feature status in general troubleshooting guide #

Make sure the feature is active:

• Campaign is not paused
• Workflow is active
• Template is approved (for WhatsApp)

👉 Related:

• Manage automation workflows
• WhatsApp templates: create & get approved

Step 4 — Review recent actions in general troubleshooting guide #

Check what happened before the issue:

• Did you change settings?
• Did you update templates?
• Did you modify workflows?

Sometimes issues are caused by recent changes.

Step 5 — Test with a simple example in general troubleshooting guide #

Try a basic test:

• Send a test email
• Trigger a simple workflow
• Create a small campaign

👉 See:

• Email templates: create & use easily
• WhatsApp campaigns: create & send

Common problems covered in general troubleshooting guide #

Feature not working #

Check:

• Permissions
• Setup
• Feature status

Campaign not sending #

Check:

• Template selection
• Audience targeting
• Channel setup

Workflow not triggering #

Check:

• Trigger configuration
• Workflow status
• Integration events

Messages not delivered #

Check:

• WhatsApp template approval
• Email SMTP configuration
• Contact data validity

When to escalate using general troubleshooting guide #

If the issue is not resolved:

• Collect error messages
• Note the steps you performed
• Contact support (if available in your plan)

Best practices for general troubleshooting guide #

• Always check setup first
• Test before scaling campaigns
• Keep workflows simple
• Monitor system activity regularly

Related guides #

👉 External integrations API guide

👉 Manage automation workflows

👉 Email setup: SMTP & mailbox guide

👉 WhatsApp setup: connect & verify number