Common issues

WhatsApp stopped receiving messages: Check the status in Settings › Channels › WhatsApp. If it’s disconnected, generate a new QR Code and scan it again.

1 min readBasicUpdated on November 12, 2026

Video lesson coming soon. For now, follow the steps below.

What happens	What to do
WhatsApp stopped receiving messages	Check the status in Settings › Channels › WhatsApp. If it’s disconnected, generate a new QR Code and scan it again. Make sure the phone for that number has internet access.
Instagram messages aren’t coming through	The account must be a professional account and connected to the Facebook Page. On the accounts screen, use Reconnect; if "No Instagram" appears, connect Instagram to the Page on Facebook and reconnect.
A scheduled post failed	Usually the account lost permission. Reconnect the network in Content calendar › Accounts and reschedule it.
The AI replied incorrectly	Open the conversation, see where the information came from, correct the document in the knowledge base, and test again in Test agents. For sensitive cases, use approval mode.
The AI hands everything off to the team	There’s missing content in the knowledge base. Answer the Unanswered questions and check whether the agent is consulting the right knowledge bases.
The AI replied to a vendor or someone on the team	Add the number in Who the AI serves › ignored contacts, or turn off the AI in that conversation.
A message outside the 24-hour window won’t send (official API)	Use a Meta-approved template. Create it in Settings › Channels › WhatsApp templates.
Emails going to spam	Finish setting up the domain with the DNS records shown in Cognizy.
The AI stopped replying	Your credits may have run out or the monthly limit was reached. Check in AI Credits.
A screen shown in this guide isn’t in your menu	It may be turned off in Teams and resources, unavailable on your plan, or outside your permissions. Talk to the account owner or admin.

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