🔧Troubleshooting & glossary

This page covers common issues and key terms so you can fix problems yourself or talk clearly with support or your admin.

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Troubleshooting

Login and account

Problem	What to try
Can’t log in — "Invalid credentials"	Double-check email and password; turn off Caps Lock; remove extra spaces. Use Forgot password? to set a new password.
Forgot password — no email	Wait a few minutes; check spam/junk. Confirm you used the correct OnRaven email. Ask your admin to confirm the account is active and to resend the reset if needed.
First login — stuck on password or billing	Complete both steps (set new password, then enter billing info). You can’t skip them on first login. If the modal won’t submit, check for validation errors (e.g. required field missing).
Account disabled	Your admin may have disabled your account. Contact your admin or company IT.

Bots and Workflow Builder

Problem	What to try
Bot doesn’t reply	(1) Check the bot is Active. (2) Confirm the campaign (channel) is assigned to this bot. (3) In the flow, ensure the Start node is connected to the first message and there are no dead ends. (4) Test in Preview or on a real conversation.
Flow gets stuck	Trace the path in the Workflow Builder. Every branch should lead to a Message, Options, Break, Transfer to Agent, or Loop. If a path goes nowhere, connect it to the next step or add a Break.
Wrong message or typo	Open Bots → that bot → click the Message node and fix the text in the right sidebar. Save.
Variables not showing	Use the correct variable name (e.g. {{contact.firstName}}). Typing {{ in the message field often shows a list of available variables. If the contact has no first name, the variable may render blank.
Can’t save flow	Check for validation errors (e.g. required field empty). Ensure every option in an Options node is connected if required. Try saving again; if it still fails, refresh and re-apply changes.

Channels and campaigns

Problem	What to try
Web Chat widget doesn’t appear	(1) Add your domain to Allowed domains in Web Chat config. (2) Ensure the script snippet is on the page (view source, search for the script). (3) Hard refresh (Ctrl+F5 / Cmd+Shift+R) or try another browser.
"Domain not allowed" on widget	In Web Chat config, add the exact domain (and www if needed) to Allowed domains and save.
Channel disconnected or "Pending"	Reconnect from Integrations or Campaigns: click the channel and complete the connection steps again (e.g. log in with Facebook again for Messenger/Instagram). Token expiry or permission changes can cause disconnection.
No conversations from a channel	Confirm the campaign is Active and assigned to a bot (or that you’re replying manually). Check the channel’s own status (e.g. WhatsApp Business account in good standing).

Inbox and messages

Problem	What to try
Don’t see new messages	Refresh the page. Check that you’re not filtering by channel in a way that hides that conversation. Ensure you’re online and the app has reconnected (e.g. no "Disconnected" banner).
Can’t send message	Check that the conversation is open and the input isn’t disabled. For some channels (e.g. WhatsApp), template or policy rules may block certain outbound messages; support can clarify.
Search not finding conversation	Try search by contact name, email, or phone. If you have channel filters, set to "All" or the right channel.
WhatsApp call — no ring or can’t answer	Confirm Calling is enabled for that WhatsApp campaign (profile settings). Allow microphone in the browser. Try another browser or refresh. Check Meta/WhatsApp status for the number.
WhatsApp call — connecting then drops	Network or Meta-side issue; retry. If it persists, contact support with the time and conversation.

IVR and voice numbers

Problem	What to try
Inbound call doesn’t run IVR	Campaign must use a voice-capable number. Publish the IVR scenario, then save the campaign with Forward to IVR and the correct scenario selected. Allow a few minutes for carrier provisioning.
No IVR scenarios in dropdown	Create an inbound IVR scenario and click Publish. Only published scenarios appear for routing.
Test outbound IVR fails	Scenario must be published. Choose a voice-capable SMS/Voice campaign. Destination number must be valid (E.164).
Don’t see IVR Bots in sidebar	Feature may be disabled for your workspace or plan. Ask your admin.
Softphone won’t connect	Select a voice-capable campaign, allow microphone, check browser compatibility.

Billing

Problem	What to try
Payment failed	Update your payment method in Billing (correct card number, expiry, CVC). Use Manage to open the Stripe portal if needed. Retry or wait for the next invoice retry.
Can’t see Billing	Your role may not have billing permission. Ask your admin.
Plan or feature missing	Some plans/features are set by your organization. Contact your admin or support.

Mobile app

Problem	What to try
Can't install the app	Make sure you're using Safari on iPhone or Chrome on Android. Other browsers don't support "Add to Home Screen" for web apps.
App icon shows wrong image	Uninstall the app (long press → remove), then reinstall following the steps in Install the mobile app.
Not getting push notifications	Check that notifications are allowed in your phone's settings. On the app, go to More → Preferences → Push Notifications and make sure the toggle is on.
App opens in browser instead of full screen	You may have opened a bookmark, not the installed app. Delete it and reinstall properly using the share menu (iPhone) or Chrome menu (Android).
Can't send messages on mobile	Check your internet connection. Make sure you've selected a conversation before trying to type.

AI Assistant

Problem	What to try
AI doesn't respond	Check that your API key is entered and valid (OpenAI or Anthropic). Check that the AI agent is selected in the AI Response node in your bot flow.
AI gives wrong or made-up answers	Lower the Temperature setting. Add instructions like "Only answer based on the provided documents" to your system prompt. Upload better or more specific documents.
Knowledge base search returns nothing	Make sure you've uploaded at least one document. Check the confidence threshold — lowering it may return more results.

MCP Tools

Problem	What to try
MCP server shows "Disconnected"	Click the server and try reconnecting. Check that the service credentials are still valid.
Tool returns an error	Check the input parameters in the MCP Tool node. The external service may be temporarily down.
AI doesn't use MCP tools	In the AI Response node, make sure Enable MCP tools is turned on. Verify the server is connected.

General

Problem	What to try
Page won't load or is blank	Refresh; try another browser (Chrome, Firefox, Safari, Edge). Clear cache/cookies for the app's domain. Check your internet connection.
Slow or laggy	Close other tabs; refresh. If on a slow connection, wait for data to load. Report ongoing slowness to support.
Something else	Describe what you did, what you expected, and what happened (and any error message). Contact your admin first, then support with those details.

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Glossary

Term	Meaning
Activity Log	A record of actions taken in your account (who did what and when). Available to admins for auditing. See Activity Logs.
AI Agent	An AI-powered helper you create in the AI Assistant page. It reads your documents and answers customer questions automatically. See AI Assistant.
Autopilot	A mode in the AI Response node where the AI handles a full back-and-forth conversation without needing separate nodes for each message.
Bot	A conversation flow you build in the Workflow Builder. It sends messages, shows options, and can hand off to a human. One bot can be used on multiple campaigns.
Broadcast	A one-time message sent to a list of contacts (an audience). Used for announcements, promotions, or updates. See Broadcasts.
Campaign	A connected channel (e.g. one Web Chat, one WhatsApp number). Each campaign has a name, status (Active/Pending), and an assigned bot (or none).
Channel	A place customers talk to you: Web Chat, WhatsApp, Messenger, Instagram, SMS, RCS, Email. You "connect" a channel by creating a campaign.
Contact	A person who has (or had) a conversation with you. Stored with name, email, phone, and custom fields. See Contacts.
Conversation	A single thread of messages with one contact on one channel. Shown in the Inbox.
Dashboard	The overview page after login: quick stats, charts, and links to Inbox, Bots, Broadcasts. See Dashboard.
Edge	A connection between two nodes in the Workflow Builder. The flow follows edges from Start to the next nodes.
Inbox	The screen where all conversations from all channels are listed. You open a conversation and reply (or let the bot reply). See Send and reply to messages.
Integration	A connection to an external channel or service. "Integrations" in the sidebar lists available channels to connect. See Integrations.
IVR Bot	A voice call flow (menus, TTS, keypad, transfers). Built under IVR Bots, separate from chat bots. See IVR, voice numbers & phone calls.
Published (IVR)	An IVR scenario deployed to the voice network so real calls can execute it. Draft-only scenarios are not used for live inbound routing until published.
Voice-capable number	A phone number on an SMS or Voice campaign that supports voice calls, not SMS-only. Needed for inbound IVR on that number and for typical outbound IVR tests.
Knowledge Base	A collection of documents (FAQs, product info, policies) that your AI agent uses to answer questions. Uploaded in the AI Assistant page.
Marketplace	A catalog of ready-made bot templates you can install and customize. See Marketplace.
MCP (Model Context Protocol)	A standard that lets bots and AI agents connect to external services (calendars, CRMs, databases) to take real actions. See MCP Tools.
Mobile App (PWA)	OnRaven installed on your phone from the browser. Works like a native app with push notifications. See Install the mobile app.
Node	A block in the Workflow Builder (e.g. Start, Message, Options, Condition). You connect nodes with edges to define the flow.
Options (menu)	A node that shows buttons or a list of choices; each choice can connect to a different next node.
Push Notification	An alert your phone shows when a new customer message arrives, even if the app is closed. Requires the mobile app to be installed.
System Prompt	Instructions you give to an AI agent that tell it how to behave (e.g. tone, topics to cover, things to avoid).
Template	A pre-approved message format, often required by channels like WhatsApp for outbound messages. Also refers to bot templates in the Marketplace.
Trigger Word	A keyword or phrase that activates a specific action in your bot, even in the middle of a conversation.
Variable	A placeholder in a message or condition (e.g. {{contact.firstName}}) that is replaced at runtime with the actual value.
Workflow Builder	The canvas where you design a bot by adding and connecting nodes. See Workflow Builder.

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Who to contact

• Your admin — Account access, roles, billing plan, which channels are enabled, password reset if you’re locked out.

• Support — Technical issues (e.g. widget not loading, channel disconnected), bugs, or "how do I…" for features not covered in this guide. Use the support link or email your team uses for OnRaven.

• Documentation — Use the sidebar in this guide to jump to the right section (e.g. Connect a channel, Workflow Builder, Billing).