Troubleshooting
Solutions for common technical hurdles and configuration errors.
Check System Health First
status.replybase.co.uk page to ensure all systems are operational.Webhook Failures
Meta Webhook Verification Fails
SolutionEnsure your 'Verify Token' exactly matches the one in your ReplyBase dashboard. Also, verify that your server is accessible from the internet (no 403 or 500 errors on the webhook endpoint).
Telegram Messages Not Delivering
SolutionUse the getWebhookInfo API to check for errors. If you see 'SSL error', ensure your domain has a valid, non-expired SSL certificate.
AI Response Issues
AI Says 'I don't know the answer'
SolutionCheck your Knowledge Base. Make sure the relevant documents are uploaded and processed. Try increasing the 'Creativity' setting if the AI is being too restrictive.
Slow Response Times
SolutionAI processing typically takes 1-3 seconds. If it takes longer, check if your Entry Flow has complex external API calls that might be timing out.
Connection Errors
Facebook Page Disconnected
SolutionFacebook tokens expire if your password is changed or for security reasons. Go to Integrations > Facebook and click 'Reconnect' to refresh the session.
Webchat Not Appearing
SolutionVerify that your Public Key is correct and that the script is not being blocked by a Content Security Policy (CSP) or an ad-blocker.
"I've tried everything and it's still not working"
Send us a screenshot of your error and your Workspace ID. We'll investigate the logs and get back to you within 24 hours.