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Troubleshooting overview

This guide helps you diagnose and resolve common issues with the Moveo platform.

Quick diagnostic steps​

Before diving into specific issues, try these general steps:

  1. Check platform status - Visit the status page for ongoing incidents
  2. Clear browser cache - Many UI issues resolve after clearing cache and refreshing
  3. Try incognito mode - Rules out browser extension conflicts
  4. Verify permissions - Ensure your account has the necessary permissions
  5. Check integration settings - Confirm your integration is active

AI Agent issues​

Agent not responding to messages​

Symptoms and solutions

Check these common causes:

  • Agent not published - Verify the agent is published in the active environment
  • Rules not configured - Check that rules route conversations to the agent
  • Environment mismatch - Ensure the integration is connected to the correct environment
  • Knowledge base empty - The agent needs content in its knowledge base to respond

Agent giving incorrect answers​

Symptoms and solutions

Improve response accuracy:

  • Update knowledge base - Ensure your knowledge base contains accurate, up-to-date information
  • Refine guidelines - Add clearer guidelines to shape responses
  • Check for conflicts - Multiple knowledge sources with conflicting information can cause issues
  • Test thoroughly - Use the test feature to validate responses before publishing

Agent responding slowly​

Symptoms and solutions

Potential causes:

  • Large knowledge base - Very large knowledge bases may take longer to search
  • Complex guidelines - Overly complex instructions can slow response generation
  • Network latency - Check your connection and the platform status
  • Peak usage - Response times may vary during high-traffic periods

Integration issues​

Messages not being received​

Symptoms and solutions

Check these settings:

  • Integration status - Verify the integration is set to Active in Moveo
  • Webhook configuration - Ensure webhooks are properly configured in the external platform
  • Credentials - API keys and tokens may have expired; regenerate if needed
  • Domain/IP allowlists - Some platforms require Moveo's domains to be allowlisted

Messages not being sent​

Symptoms and solutions

Troubleshoot outbound messages:

  • Check platform limits - External platforms may have rate limits or sending restrictions
  • Verify account status - Your account on the external platform may be suspended or limited
  • Review message content - Some platforms block messages with certain content patterns
  • Check integration logs - Review analytics logs for error details

Live chat issues​

Messages not appearing in inbox​

Symptoms and solutions

Verify these settings:

  • Integration connected - Confirm the integration is properly connected
  • Business hours - Check if business hours are restricting availability
  • Department routing - Verify department assignments are correct
  • Agent availability - Ensure human agents are online and assigned to the department

Handover to human not working​

Symptoms and solutions

Check handover configuration:

  • Handover action configured - Verify the handover action is set up in your dialog
  • Human agents available - At least one human agent must be online
  • Department exists - The target department must exist and have agents assigned
  • Business hours active - Handover may be restricted outside business hours

Account and access issues​

Cannot log in​

Symptoms and solutions

Try these steps:

  • Check credentials - Verify you're using the correct email and password
  • Reset password - Use the "Forgot password" link on the login page
  • Check SSO - If your organization uses SSO, use that login method
  • Contact admin - Your account may have been deactivated; contact your account administrator

Missing features or permissions​

Symptoms and solutions

Permission-related issues:

  • Check your role - Your role and permissions determine what you can access
  • Contact admin - Request additional permissions from your account administrator
  • Plan limitations - Some features may not be available on your current plan

Email issues​

For email-related problems, see Not receiving emails.

Get support​

If you can't resolve your issue using this guide:

  1. Check platform status - Visit status.moveo.ai for ongoing incidents
  2. Search documentation - Use the search bar to find relevant guides
  3. Contact support - Email support@moveo.ai

When contacting support, include:

  • A screenshot or screen recording of the issue
  • Steps to reproduce the problem
  • Your account email and environment name
  • Any error messages you see
  • When the issue started occurring

Next steps​

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