Activity and troubleshooting

Check status first

Open Actividad y diagnóstico inside the agent to see configuration events and service status. For a particular conversation, use Llamadas → Ver llamada.

Select Actualizar before repeating an operation that may already have completed.

Common issues

What happens	What to check
Cannot publish	Available voice and language, approved profile or selected business, and listed editor requirements.
Cannot activate reception	Verified number, exclusivity for Sidemex numbers, fallback, reception access, and telephony status.
Activation remains pending	Use Comprobar estado or retry the same activation as directed. Wait for confirmation.
Agent still uses old information	Check the active version. Editing or saving the draft does not change it.
Outbound test button is unavailable	Save the draft; check outbound number, +52 and 10-digit format, and recipient authorization.
Incoming test reaches fallback	Check schedule, number, active version, and reception confirmation.
Reservation cannot be confirmed	Selected location, enabled bookings, available capacity or table, schedule, and party size.
Appointment is not confirmed	It may be a request needing human review. Check Resultados y citas.
WhatsApp alerts are missing	Eligible plan, ready connection, sent verification message, active recipient, and selected events.
Campaign is not calling	Active agent, autonomy, audience, schedule, number, and limits.
Transcript is missing	It may not be available for that record. Review states, summary, and outcome.

What Activity shows

Activity can include agent creation, draft saves, publication, activation, pause, and archive events. These explain configuration changes; call status belongs in the call detail.

Prepare a support request

In Soporte, give the agent, section, time and timezone, intended action, and displayed notice. For calls, include the reference shown by the dashboard.

If you share a screenshot, hide unnecessary personal information. Do not send passwords or connection credentials.

Review usage

Tests consume real minutes; SDMX uses messages, and creative generation uses images according to the operation. Check Plan y uso when a panel reports a limit. Current account conditions appear in the dashboard.