Troubleshooting & FAQ

Fast fixes for the problems we see most.

Common problems

I cannot sign in to the Business Centre

• Sign in with your Org ID + email + password. Org ID is case-sensitive.
• If a "Verifying access…" screen stays longer than ~15 seconds, use the retry button — the server may be waking up after idle time.
• Sessions expire after inactivity. Sign in again; your data and drafts are safe.

WhatsApp shows offline / messages are not arriving

1. Check that the phone linked via QR is online and WhatsApp is running.
2. In Verticals → Channels, re-scan the QR code if the status dot is grey or red.
3. Send a test message to the business number. If it appears in the Inbox, the channel is healthy.

The Copilot did not reply to a customer

• Open the thread in the Inbox. If it says Needs you, the Copilot deliberately handed the conversation to you.
• Check your unit balance — actions pause at zero units.
• If AI outreach is paused for that contact (shown in the context panel), resume it there.

A chart or table shows "no data"

Kinetic shows honest empty states instead of fake numbers. A widget with no data means there is genuinely nothing recorded yet for that period — for example, no orders this week or no leads scored today. Run the related activity, or widen the date range where available.

A compliance deadline says "due soon" but has no date

Filing reminders only count down when a real due date exists in your compliance data. If one is missing, open the compliance item and set the actual filing date so reminders compute correctly.

My website chat widget does not appear

1. Confirm the script tag includes your exact Org ID in data-org-id.
2. Open the browser console — a missing Org ID logs a warning.
3. See the full install guide in the developer docs.

Frequently asked questions

Is my business data separate from other businesses?

Yes. Kinetic is multi-tenant: every query is scoped to your tenant, and your documents, conversations, and customers are never shared across tenants.

Can I approve messages before they are sent?

Yes. Outbound pitches and replies can require approval. You review, edit, regenerate, or send each draft — see Using your Copilot.

Does the Copilot invent answers about my business?

No. For customer-facing questions it answers from your uploaded artifacts. When a fact is not present, it says so and offers to hand the conversation to a human.

What happens when I run out of units?

Messages keep arriving and everything keeps being stored; AI actions pause until you top up. See Units & billing.

Which channels can one business connect?

All of them: WhatsApp, Telegram, web chat, USSD, SMS, and email. Every connected channel feeds the same unified inbox. See Channels setup.