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The fastest path to a working Keloa is catching problems at the connection boundary. Most issues fall into five categories:

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Widget isn’t showing up

  1. Open your site in an incognito window.
  2. Right-click → Inspect → Network tab → reload.
  3. Look for loader.js. If missing, the script tag didn’t run — check it’s in the page source before </body>.
  4. If loader.js is 404, your data-account slug is wrong. Find the correct one in Settings → Widget.
  5. If loader.js loads but the bubble doesn’t appear, check for CSP headers blocking app.keloa.cx.

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AI isn’t replying

  1. Open the channel in Integrations. Status should be connected.
  2. Scroll down — is an AI agent attached? If not, pick one.
  3. Open the agent in AI agents. Status should be live, not paused.
  4. Check your credit usage in Settings → Plan & billing. If at 100%, the AI is paused until next cycle or top-up.
  5. Use the Try this agent panel to confirm the agent itself works. If that fails, re-check the system prompt.

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Answers are wrong or generic

Root cause is almost always knowledge:
  1. Open Knowledge. Are sources marked synced?
  2. Use Try this agent and ask the bad question. Check Sources — what passages did it use?
  3. If the wrong passage was retrieved, add a Q&A pair that answers the question directly.
  4. If the right passage was retrieved but the AI ignored it, tighten the system prompt: “Answer from the knowledge provided. If information conflicts, prefer Q&A pairs.”
  5. If no passage was retrieved, the knowledge is missing — add it.

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Email not arriving

Inbound (→ Keloa):
  1. Send a test to the inbound address Keloa gave you (e.g. acme-abc@inbound.keloa.cx). If that arrives, the issue is the forwarding rule at your mail provider, not Keloa.
  2. If the inbound address doesn’t receive, check spam and any filters at Keloa’s side — usually fine.
Outbound (Keloa → customer):
  1. Check the domain is verified in Settings → Email domains.
  2. Use mail-tester.com — send a test from Keloa to the address mail-tester gives you. Score should be 9+/10.
  3. If DKIM fails, re-check the CNAME records exactly as Keloa shows them.

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WhatsApp / Instagram / Messenger channel broken

If the status shows Error, the Meta token has expired or permissions were revoked.
  1. Integrations → the channel card → Reconnect.
  2. Sign in with a Meta user that admins the business/page/Instagram account.
  3. Re-grant the permissions.
If reconnect fails, check business.facebook.com → Business settings → Business integrations → Keloa. It should exist and have the right Pages selected. Add any missing page and re-try.

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Conversations arrive but notifications don’t

  1. In your browser, open site settings for app.keloa.cx → Notifications → Allow.
  2. Check Profile → Notifications — desktop + email toggles are on for the event you expect.
  3. In macOS, check System Settings → Notifications → your browser is allowed.

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Still stuck?

Email support@keloa.cx with:
  • your workspace slug
  • the exact thing you did
  • what you expected vs what happened
  • a screenshot if there’s UI involved
We read every message.