# Activity and troubleshooting

> Find the cause of pending configuration and collect useful details for Support.

## 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.

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https://docs.sidemex.app/en/agents/troubleshooting/