Troubleshooting

1. Verify Webhook Configuration -
   • Go to Meta Developer Console → Your App → WhatsApp → Configuration
   • Check that the webhook URL matches exactly what's shown in your Pitstop AI dashboard (Settings → WhatsApp)
   • Ensure the webhook URL is publicly accessible (not behind a firewall or VPN)
   • Verify the SSL certificate is valid and not expired (HTTPS is required)
   • Check that the webhook URL doesn't require authentication
2. Check Webhook Verification -
   • Ensure the verification token in Meta matches exactly what's in your Pitstop AI dashboard
   • Verify your app secret is correct in both Meta and Pitstop AI
   • Check that webhook subscriptions include "messages" field (required for receiving messages)
   • Re-verify the webhook if you recently changed the URL or token
3. Check Dashboard Status -
   • Review connection status indicator in your Pitstop AI dashboard (should show "Connected" in green)
   • Check for error messages or warnings in the dashboard
   • Review conversation logs for any error messages or failed message deliveries
   • Check the "Last Message Received" timestamp to see if messages are being received
4. Test Webhook Endpoint -
   • Use Meta's webhook testing tool in Developer Console to send test messages
   • Verify your endpoint responds correctly to Meta's verification challenge
   • Check server logs for incoming webhook requests
   • Verify rate limiting isn't blocking legitimate requests
   • Test with a simple message from your WhatsApp number to verify end-to-end flow
5. Check Meta Account Status -
   • Verify your WhatsApp Business API account is active and not restricted
   • Check for any policy violations or account warnings in Meta Business Manager
   • Ensure your phone number is verified and approved for WhatsApp Business

Still not working? Check Meta's status page for any service outages, review Meta's webhook documentation, or contact Pitstop AI support with your webhook URL and error messages for further assistance.

1. Check WhatsApp Business API Status -
   • Verify your WhatsApp Business API account is active in Meta Business Manager
   • Check for any account restrictions or policy violations
   • Ensure your business verification is complete (required for production use)
   • Check Meta's status page for any service outages affecting WhatsApp Business API
   • Verify your phone number is approved and not blocked
2. Verify API Credentials -
   • Confirm your access token is valid and not expired (temporary tokens expire in 24 hours)
   • Check that the phone number ID in Pitstop AI matches your WhatsApp Business number ID
   • Verify your business account ID (WABA ID) is correct
   • Regenerate credentials if you suspect they've been compromised
   • For production, use System User tokens which are more secure and don't expire
3. Review Message Templates -
   • Ensure message templates are approved by Meta (required for outbound messages outside 24-hour window)
   • Check template format compliance with WhatsApp's guidelines
   • Verify template variables are correctly formatted and don't exceed character limits
   • Review rejected templates in Meta Developer Console for specific rejection reasons
   • For messages within 24-hour window, you can use free-form messages without templates
4. Check Rate Limits -
   • Free tier: 1,000 conversations per month (a conversation is a 24-hour messaging window)
   • Check your current usage in Meta Business Manager → WhatsApp → Analytics
   • If exceeded, wait for monthly reset or upgrade to a paid tier
   • Be aware of per-second rate limits (typically 80 messages per second for approved businesses)
   • Monitor rate limit errors in your dashboard and adjust message sending patterns if needed
5. Check Message Content -
   • Ensure messages comply with WhatsApp's content policies (no spam, prohibited content, etc.)
   • Verify message length doesn't exceed limits (1,600 characters for text messages)
   • Check that media URLs (images, documents) are accessible and properly formatted
   • Review error messages in dashboard for specific content-related rejections

Pro Tip: Enable message delivery receipts in your dashboard to track which messages are successfully delivered. This helps identify if the issue is with sending or delivery.

1. Check Business Hours -
   • Verify business hours are set correctly and match your actual operating schedule
   • Check for special hours, holidays, or closures that might be blocking availability
   • Ensure timezone is configured correctly (incorrect timezone causes availability mismatches)
   • Review recurring closures or maintenance windows that might be blocking bookings
2. Verify Service Configuration -
   • Ensure services are active and available for booking
   • Check service duration is set correctly (too long durations reduce available slots)
   • Verify service-staff assignments are correct (services without assigned staff won't show availability)
   • Check minimum advance booking requirements (customers might be trying to book too close to appointment time)
   • Review maximum advance booking limits (customers might be trying to book too far in advance)
3. Check Staff Availability -
   • Verify staff members assigned to services have availability configured
   • Check for staff holidays, time blocks, or unavailability periods blocking slots
   • Ensure staff schedules match business hours
   • Review staff-specific availability settings that might be restricting bookings
4. Review Resource Availability -
   • If services require resources (rooms, equipment), verify resources are available
   • Check resource capacity limits aren't preventing bookings
   • Review resource booking rules and maintenance windows
   • Ensure resources are assigned correctly to services
5. Test Booking Flow -
   • Test booking process yourself to identify where it fails
   • Check AI assistant responses to booking requests
   • Review error messages or logs for specific issues
   • Verify availability is displayed correctly in dashboard

Pro Tip: Use the dashboard's availability view to see exactly what slots are available and why others might be blocked. This helps identify configuration issues quickly.

1. Check Availability Rules -
   • Verify business hours are configured correctly and consistently
   • Check staff availability calendars for conflicts or overlapping time blocks
   • Review time blocks and holidays that might be causing calculation errors
   • Ensure buffer times between appointments are configured correctly
2. Resource Conflicts -
   • Ensure resources (rooms, equipment) aren't double-booked by checking resource availability
   • Verify resource capacity limits are set correctly (capacity of 1 prevents double-booking)
   • Check resource assignments to services are correct
   • Review resource booking rules and ensure they prevent conflicts
3. Time Zone Issues -
   • Confirm timezone settings are correct for your location
   • For multi-location businesses, check for timezone mismatches between branches
   • Verify all bookings are using the same timezone reference
   • Time zone errors can cause bookings to appear at different times than intended
4. Staff Assignment -
   • Ensure staff aren't assigned to overlapping bookings by checking staff calendars
   • Verify staff availability is synchronized with actual schedules
   • Check for manual bookings that might have bypassed availability checks
   • Review staff-specific availability settings
5. Service Duration Issues -
   • Verify service durations are accurate (incorrect durations can cause apparent overlaps)
   • Check buffer times are configured correctly between appointments
   • Review service-specific duration settings
6. Immediate Resolution -
   • If double-booking occurs, contact affected customers immediately
   • Offer alternative time slots or reschedule one of the bookings
   • Review booking history to understand how the conflict occurred
   • Update availability settings to prevent future conflicts

Important: If double-bookings occur frequently, review your availability configuration systematically. Double-bookings usually indicate a configuration issue rather than a system bug.

1. Check Agent Configuration -
   • Verify AI agent is enabled in dashboard settings (Settings → AI Assistant)
   • Check that required tools are configured and enabled (booking creation, availability checking, etc.)
   • Ensure LLM (Language Model) settings are correct and provider is selected
   • Verify agent instructions are configured (empty instructions can cause issues)
   • Check that the agent is assigned to the correct messaging platforms (WhatsApp, Instagram, Facebook)
2. Review API Keys -
   • Verify LLM provider API keys (Google Gemini, OpenAI, etc.) are valid and not expired
   • Check API key permissions and quotas (exceeded quotas prevent responses)
   • Verify API keys have sufficient credits or usage limits haven't been reached
   • Regenerate API keys if you suspect they've been compromised or expired
   • Check API provider status pages for service outages or issues
3. Check Memory Configuration -
   • Verify memory/vector database connection is working (required for knowledge base retrieval)
   • Check embedding model configuration is correct
   • Ensure Q&A pairs are embedded (use the embed action after adding or editing; unembedded pairs aren't used by the AI)
   • Review memory storage settings and verify sufficient storage capacity
4. Check Dashboard -
   • Review conversation logs in dashboard to see error messages or failed conversation attempts
   • Look for specific error messages that indicate the root cause (API errors, configuration issues, etc.)
   • Check conversation history to see if AI was responding before and stopped, or never responded
   • Review system logs or error notifications in dashboard for clues
5. Test AI Manually -
   • Send a test message through WhatsApp/Instagram/Facebook to see if AI responds
   • Use dashboard's test conversation feature if available
   • Check if AI responds to simple queries vs. complex ones (helps identify specific issues)
   • Test different types of queries (questions, booking requests, etc.) to isolate the problem
6. Check Webhook Status -
   • If AI not responding on specific platform, verify webhook is configured correctly for that platform
   • Check webhook delivery status in Meta Developer Console (for WhatsApp/Instagram/Facebook)
   • Verify webhook is receiving messages (if webhook fails, AI never gets the message)

Pro Tip: Check the dashboard's conversation logs first - they often contain specific error messages that point directly to the issue. Error messages like "API key invalid" or "Memory connection failed" tell you exactly what to fix.

1. Knowledge Base Review -
   • Ensure Q&A pairs are up-to-date with current information (outdated info causes wrong answers)
   • Verify content accuracy - check that service descriptions, pricing, and policies in your Q&A pairs match reality
   • Use the embed action after adding or editing Q&A pairs (unembedded pairs aren't used by the AI)
   • Add missing information - if AI doesn't know something, add it to knowledge base
   • Remove or update incorrect information that might be causing wrong answers
2. Agent Instructions -
   • Review and refine agent instructions to be clear, specific, and comprehensive
   • Ensure instructions tell AI to use knowledge base for answers (not just general knowledge)
   • Specify when to use tools (e.g., "Always check availability before confirming a booking")
   • Add Q&A pairs so the AI has accurate information to respond with
   • Add instructions for handling edge cases or specific scenarios
   • Test instructions with sample queries to verify they work as intended
3. Tool Configuration -
   • Verify required tools are enabled correctly (booking creation, availability checking, customer lookup, etc.)
   • Check tool permissions and ensure AI has access to necessary data
   • Review tool execution logs to see if tools are being called correctly
   • Ensure tools are configured to access real-time data (outdated data causes incorrect responses)
4. Testing & Refinement -
   • Test common customer queries to verify AI responses are accurate
   • Review conversation logs regularly to identify incorrect responses
   • Update knowledge base or instructions based on incorrect responses you find
   • Test edge cases and unusual queries to ensure AI handles them correctly
   • Get feedback from customers about AI accuracy and use it to improve
5. Knowledge Base Optimization -
   • Write clear questions and concise answers in Q&A pairs
   • Use consistent terminology throughout your Q&A pairs (inconsistent terms confuse the AI)
   • Include examples and use cases in knowledge base to help AI understand context
   • Regularly review and update knowledge base based on new questions or issues

Best Practice: Review AI conversations weekly to identify patterns in incorrect responses. Update knowledge base and instructions based on what you find. Continuous improvement is key to maintaining AI accuracy.

1. Check Reminder Settings -
   • Verify reminders are enabled in dashboard settings (Settings → Notifications → Reminders)
   • Check reminder timing configuration (reminder should be configured)
   • Verify reminder messages are configured and not empty
   • Check per-service reminder settings (some services might have reminders disabled)
   • Review reminder delivery channels (WhatsApp, Instagram, Facebook) are enabled
2. WhatsApp API Status -
   • Ensure WhatsApp API is working and connected (check connection status in dashboard)
   • Check for WhatsApp API errors in dashboard or Meta Developer Console
   • Verify WhatsApp message templates are approved (required for reminder messages outside 24-hour window)
   • Check WhatsApp rate limits haven't been exceeded
   • Review WhatsApp webhook delivery status to ensure messages are being sent
3. Booking Status -
   • Reminders only send for confirmed bookings (pending or cancelled bookings don't receive reminders)
   • Verify bookings are in "Confirmed" status before reminder time
   • Check if bookings were cancelled before reminder time (cancelled bookings don't get reminders)
   • Review booking status history to ensure bookings remained confirmed
4. Time Zone Issues -
   • Ensure timezone is correctly configured in business settings
   • Verify timezone matches your actual location (incorrect timezone causes reminder timing errors)
   • For multi-location businesses, check timezone per location
   • Time zone errors can cause reminders to be sent at wrong times or not at all
5. Customer Contact Information -
   • Verify customers have valid phone numbers or messaging platform IDs
   • Check that customers haven't opted out of reminders
   • Ensure customer contact information matches the platform where reminders should be sent
6. Review Reminder Logs -
   • Check reminder delivery logs in dashboard to see delivery status
   • Review failed reminder attempts for error messages
   • Check reminder scheduling to verify reminders are being queued correctly
   • Look for patterns in failed reminders (specific customers, times, or platforms)

Pro Tip: Test reminders by creating a test booking and checking that the reminder is sent at the configured time (1, 2, or 3 hours before). This helps verify reminder configuration is working.

1. Check Notification Settings -
   • Verify notifications are enabled in dashboard settings (Settings → Notifications)
   • Check which notification types are enabled (new bookings, cancellations, changes, etc.)
   • Review notification delivery methods (email, dashboard, SMS if available)
   • Verify email addresses are correct and verified
   • Check notification preferences per staff member (staff might have different notification settings)
2. Email Configuration -
   • Check spam/junk folders for notification emails (they might be filtered)
   • Verify email address is correct and active
   • Check email server status if using custom email configuration
   • Review email delivery logs if available
   • Add notification email address to contacts/whitelist to prevent filtering
3. Dashboard Notifications -
   • Check browser notification permissions (browser might be blocking notifications)
   • Verify you're logged into dashboard when notifications should appear
   • Check notification center in dashboard for missed notifications
   • Review notification settings in your user profile
4. Notification Filters -
   • Check if notification filters are preventing certain notifications from appearing
   • Review notification rules that might be suppressing notifications
   • Verify notification thresholds aren't set too high (e.g., only notify for bookings over $X)

1. API Credentials - Verify calendar API credentials, check token expiration
2. Sync Configuration - Review sync settings, check sync frequency
3. Conflict Resolution - Review conflict resolution rules

1. Provider Configuration - Verify payment provider credentials, check API keys
2. Webhook Setup - Verify webhook endpoints, check signature validation
3. Transaction Handling - Review transaction flow, check error handling