Troubleshooting

Sign-in and access

• Cannot sign in - confirm the workspace address is right and your account is active. Your admin can resend an invite.
• MFA code rejected - check your device clock is correct; codes are time-based.

Receiving work

• No conversations assigned to me - you may be Busy or Offline, or at your capacity, or have had no open tab for 2 minutes (shows as Away).
• Agent skipped despite skills - check presence and capacity in People & access.

Channels and messages

• Inbound messages not arriving - check the webhook/callback URL registered with the provider, and the channel card's last delivery status.
• Callback returns 403 - the signing secret or token is wrong. 404 means the workspace slug or token is wrong.
• Automated message not sent - check Recent runs in Automation; the rule logs the reason (no address, provider failed, opted out).

Voice

• Buttons greyed out in a call - your provider cannot do that control; see the provider capability table.
• Cannot monitor a call - monitoring currently works on Twilio only.

AI

• Kito AI returns an error - the workspace may be out of AI credits; check Billing. Everything else keeps working.