FAQ and troubleshooting

AI assistant

How do I make the AI assistant? Connect an AI provider (Admin → AI → Providers), add snippets (Admin → AI → Snippets), then Admin → AI → Assistants → New assistant. Full walkthrough: Create your AI assistant.

Where do I put the information the AI should answer from? In Snippets (Admin → AI → Snippets) — one snippet per topic, written as a complete answer. Published help-center articles with Allow AI assistants to use this article turned on are used too. See Knowledge base.

The assistant isn't replying. Check, in order: the assistant is Enabled; the inbox's AI assistant setting isn't Off; the conversation isn't already assigned to a person; Test connection works on both the Completion and Embedding cards; you haven't reached your monthly AI limit (Workspace → Usage). Email inboxes need an automation rule.

The assistant says "I don't know" about something in my snippets. Make sure the snippet is enabled and the Embedding card is set up, then rewrite the snippet using the words customers use. Check with the assistant's Test tab — Knowledge used should list it.

Can I have different assistants for different channels? Yes. Create several and pick one in each inbox's AI assistant setting. They all share the same knowledge base, but each has its own name, tone, instructions, guardrails and tools.

How do I stop the AI on one channel? Set that inbox's AI assistant to Off. To stop it everywhere, untick Enabled on the assistant.

How do I take a chat over from the AI? Open the conversation and click Take over, or just reply.

Does the AI cost extra? Each AI reply, Juno answer or summary is one AI request against your plan's monthly limit, and your AI provider bills you for the model usage on your own API key.

Channels

The chat bubble doesn't show on my website. Make sure the snippet from Installation is on the page just before </body>, the inbox is Enabled, and — if you filled in Domain list on the Security tab — your website's domain is on it (add both example.com and *.example.com).

I can't reply on WhatsApp. More than 24 hours have passed since the customer's last message. Send an approved template; the customer's reply reopens the 24-hour window.

Emails aren't arriving. Open the email inbox and check it's Enabled. For Google/Microsoft inboxes, click Reconnect. For other providers, check the IMAP host, port, username and password.

Team and settings

An agent can't see Admin. Their role has no admin permissions. Give them a role with the permissions they need (Teammates → Roles).

An agent lost their phone and can't log in. Teammates → Agents → their name → Reset two-factor login.

SLA times look wrong. Check the workspace Timezone and Business hours under General, and the team's own time zone and hours.

How do I get all my data out? Workspace → Data export → Export all data. See Data export.

Still stuck?

Contact ConectDesk support with your workspace address and a screenshot of what you see.