Frequently Asked Questions (FAQs)

This section contains the most common questions from internal team members and customers. Before escalating an issue, please check if the solution is documented here.

How to use this section

Review the categories below to find your specific area of concern.
Click the card to view the detailed FAQ list.
Use Cmd+F on the FAQ page to search for specific keywords.

tip

Most routing and assignment questions can be solved within the General & Technical FAQs.

FAQ Index

TECHNICAL

Common & Technical FAQs

Top 20 questions regarding bot logic, routing fails, and ticket assignment.

BILLING

Billing & Credits FAQs

Questions regarding conversation-based pricing, wallet top-ups, and invoices.

ONBOARDING

Onboarding FAQs

Common hurdles faced during client setup and Meta API approvals.

Support Protocols

Common Support Scenarios

Standardized resolutions for frequent agent queries and client hurdles.

Notable Topics

: Why a ticket didn't reach an agent.
: Understanding 'Banned' vs 'Flagged' accounts.
: How to find data from resolved conversations.

Suggest a FAQ

If you encounter a question that is being asked repeatedly and is not listed here, please submit a request to the documentation owner to have it added.

How to use this section​

FAQ Index​