Diagnose message reception and AI replies
If no message arrives, confirm the customer channel and connected account.
After this taskArrival and external reply correlate to the new inquiry.
Starting conditions and inputs
Identify one missing or incorrectly answered inquiry.
Values for this task
entry_url, account_id, external_message_id, conversation_id, symptom, account_url, test_conversation_url
Command sequence
open "$entry_url" && snapshot -i
click "$conversation_row" && snapshot -i
get text body
open "$account_url" && snapshot -i
get text body
# Outside browser: The operator fixes the identified cause. The test customer retries with a different unique probe.
open "$test_conversation_url" && snapshot -i
get text bodyRef targets and expected results
| # | Command / ref | Target and verification |
|---|---|---|
| 1 | click $conversation_row | Affected conversation |
| 2 | get text | Read source message, external customer ID and time. |
| 3 | open | Matching channel account |
| 4 | get text | Compare platform, account and organization mapping. |
| 5 | Outside browser | The operator fixes the identified cause. The test customer retries with a different unique probe. |
| 6 | open | Conversation for the new test |
| 7 | get text | Identify and check this new inquiry and response. |
Check the result
Arrival and external reply correlate to the new inquiry.
Resuming after interruption
Read the same source IDs again. Check organization and time range before treating an empty result as missing data.
Check reception
If no message arrives, confirm the customer channel and connected account. Compare permissions, webhook setup, and connection status with your contact. Test reception from another controlled customer account.
Check reply delivery
If reception works but no reply arrives, check whether staff controls the conversation. Separate AI response generation from provider delivery. Resolve channel response restrictions or account permission errors first.
Check response content
Check the source Entity and language for incorrect facts. Confirm the prompt applied to the account. Edit Entities for facts and prompts for behavior or tone.
Repeat the test
Repeat the same question with the same test customer. Record before-and-after conversation IDs, times, and results. Include this evidence in support requests if the problem persists.