Troubleshooting Guide
Find solutions to common issues with SwanDigitals. If you can't find what you're looking for, contact our support team at the bottom of this page.
AI Not Responding
If your chatbot isn't responding or gives irrelevant answers, follow this checklist:
1. Verify Knowledge Base Indexing
- Go to AI → Knowledge Base
- Check if your documents show "Indexed" status
- If stuck at "Processing", wait 5-10 minutes for large files
- Delete and re-upload any failed documents
2. Check Channel Connection
- Go to Settings → Channels
- Ensure your channel shows "Connected" status (green indicator)
- For WhatsApp: verify your phone number is active
- For Web Chat: confirm the embed code is on your site
- For Email: check IMAP sync is working
3. Review AI Configuration
- Go to AI → Settings
- Ensure the AI is enabled (not paused or in maintenance mode)
- Check the "Fallback to human" threshold isn't set too high
- Verify response timeout isn't too short (minimum 30 seconds)
Tip: Use the "Test AI" button in the conversation panel to check responses without sending actual messages to customers.
WhatsApp Connection Errors
Common WhatsApp Business API issues and how to resolve them.
"Phone Number Not Verified"
Your WhatsApp Business API phone number hasn't been verified by Meta.
- Log in to your Meta Business Manager
- Navigate to WhatsApp Business API settings
- Complete the phone number verification process
- Wait 24-48 hours for verification to process
"Webhook URL Invalid"
SwanDigitals can't validate your webhook endpoint.
- Ensure your SwanDigitals workspace is on a paid plan
- Check that your server accepts HTTPS requests
- Verify the webhook URL matches the one in Meta settings
- Check SwanDigitals's status page for API availability
"Message Template Rejected"
Your message templates don't comply with Meta policies.
- Keep template names under 30 characters
- Use only alphanumeric characters and underscores
- Avoid promotional language or urgency (e.g., "Act now!")
- Include an opt-out option ("Reply STOP to unsubscribe")
- Re-submit templates after fixing issues
"Rate Limit Exceeded"
You've sent too many messages in a short time.
- WhatsApp Business API has hourly/daily sending limits
- Wait for the rate limit window to reset
- Consider upgrading your plan for higher limits
- Implement message queuing to pace outgoing messages
Message Delivery Delays
If messages are taking longer than expected to deliver, check these factors:
Network & Latency
- Check SwanDigitals status at status.swandigitals.com
- WhatsApp messages typically deliver within 5-30 seconds
- Email delivery may take 1-5 minutes depending on provider
- Web chat messages should appear instantly (<2 seconds)
Queue & Load
- High message volume can cause delays during peak hours
- AI processing adds 2-5 seconds per response
- Large knowledge base queries may take longer
- Check Settings → Usage for queue depth
WhatsApp Specific
- Meta may throttle during high-traffic periods
- Message templates have priority over free-form replies
- New phone numbers have lower initial limits
- Verify recipient hasn't blocked your number
Contacting Support
Still having issues? Our engineering team is here to help.
Live Chat
Available in-app during business hours
Mon-Fri, 9 AM - 6 PM IST
Raise a Ticket
For technical issues requiring engineering review
Include your workspace ID, channel type, and error message