Common Issues & Solutions

Solutions to the most frequently reported issues.

1. Verify you're using the correct email address

2. Try 'Forgot Password' to reset

3. Clear browser cookies and cache, then try again

4. If using Google OAuth, make sure you're signed into the correct Google account

5. Try a different browser or incognito mode

6. If still stuck, contact support@mosco.ai

1. Go to Connections and check the integration status (green = connected)

2. Click 'Test Connection' to verify credentials are still valid

3. Check that your API key hasn't expired or been revoked

4. Verify the external platform is online (check their status page)

5. Try disconnecting and reconnecting the integration

6. Check sync frequency settings (maybe it's set to manual)

1. Verify your Twilio integration is connected (Connections > Twilio)

2. Check that a phone number is assigned to the agent

3. Verify the agent status is set to 'Active' (not paused)

4. Review the agent's knowledge base for completeness

5. Test with the built-in simulator first

6. Check Twilio console for any number configuration issues

1. Check your channel filters. You may have filtered to a specific platform.

2. Click 'All' to reset filters

3. Search by customer name

4. Verify the integration for that channel is connected

5. Check if the conversation was auto-archived (unlikely but possible)

1. Clear your browser cache

2. Check your internet connection

3. Try a different browser

4. Disable browser extensions that might interfere

5. If using VPN, try without it

6. If persistent, contact support with your browser console errors