Identify the failing layer
Do not change the AI Playbook for every missing message. First determine whether the failure is in provider connection, incoming delivery, CRM mapping, AI eligibility, background execution or outbound confirmation.
Five-step checklist
- Scope: confirm active organization, correct account/phone, pipeline/stage, user role and subscription.
- Source: check that a fresh inbound message, web form, webhook event or call actually reached SHVYA.
- State: find the exact lead, conversation, booking or document and inspect its current persisted status.
- Eligibility: review enabled toggles, sender routing, credits, provider permissions, template/window and valid field values.
- Result: distinguish queued, processed, provider-accepted, delivered and observed customer outcome.
Gather useful evidence
Record module, approximate time with timezone, affected URL without secret query strings, the lead/booking/ticket ID, error code, expected result and actual result. Try one controlled test record rather than replaying all production records.
Avoid harmful quick fixes
- Never route a lead through an unrelated WhatsApp account just to force sending.
- Do not disable provider signature verification or tenant authorization.
- Do not clear unknown/processing queues without status reconciliation.
- Do not upload API keys, personal customer exports or token-bearing callback URLs.
- Do not assume a healthy website means all message workers and provider callbacks are healthy.
Continue to the specific guide
AI not replying · WhatsApp errors · Hosted sessions · Integration sync.
Escalate
When the UI cannot show the necessary status, create a Help & Support ticket with redacted evidence so an authorized operator can inspect the durable records.