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This page helps you fix a problem yourself in a few minutes. Find the section for the part of RuleInside that is not doing what you expect, open the symptom that matches yours, and work through the causes in order: the most likely comes first. If the portal showed you a message, jump to Messages you may see.
Three things are worth checking first, because each affects many pages: whether you are an owner (members can see everything but change little), whether you clicked the save button, and whether Settings › Calling consent shows Confirmed.

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Find your problem

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Your agent

  1. You are a member: only owners can change agents. Ask an owner of your team.
  2. The agent’s edit level does not include that setting. Your main agent is often below Full control.
  3. The agent is View only: a banner says so, and nothing can be changed.
See Edit levels.
  1. Closing a side panel does not save it. Click Save changes in the bar at the bottom of the editor.
  2. The save was refused: look for “Some settings need fixing before this can be saved.” and open the highlighted panel.
  3. Preview uses saved settings only: save, then start a new Preview.
  1. The customer is not logged in to your store and did not give the order number together with the billing email and postcode on that order. Without one or the other, no order details are given.
  2. You are testing in Preview, which always treats you as a guest.
  3. Your store is not connected: check Connections.
  1. The document is in Auto mode but RAG was never saved: open Configure RAG, check Enable RAG is on, and click Save.
  2. The document is under about 500 bytes: keep it in Prompt mode.
  3. It is attached to a different agent: check the Agent selector on Knowledge.
See Knowledge.
  1. You are a member: these are for owners.
  2. On Tools and Knowledge, the agent is below Full control. Agents you create are always at Full control.
  3. Tools or knowledge are not switched on for your account: the page says so. Contact us.
Your storefront did not pass in a value for that variable, so its default was used. Check the default under Personalization variables. See Agent settings.

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Website assistant

Check in this order:
  1. The exact address of your site, starting with https://, is in Allowed domains.
  2. Widget enabled is on, and you clicked Save changes.
  3. The embed id was not rotated after you pasted the snippet. If it was, paste the new snippet, or the new Widget ID in the WordPress plugin.
  4. Your account is active and on a paid plan.
  5. Today’s conversation limit is not reached: look for a notification in your portal.
See Website assistant.
  1. You did not click Save changes.
  2. You changed Widget mode, Width (px) or Height (px): those change the snippet itself. Copy it again and paste it onto your site.
  3. You cleared a field: clearing does not reset it today. Type the value you want instead.
  1. More than 30 conversations started on this widget in one minute. It clears when the minute is over.
  2. Your account reached today’s conversation limit: look for a notification in your portal. It clears at midnight UTC.
  1. It does not say both that the shopper is talking to an AI and that the call may be recorded.
  2. The shopper is a guest, or used text: the greeting is only for signed-in shoppers your store recognises, in voice.
  1. You are a member: only owners can.
  2. You are not on a paid plan, or your account is not active.
  3. Every agent already has a widget: each agent can have one.
Check the licence key’s Last used on Settings, Plugin. Never used means it was never pasted into the plugin, or pasted wrongly. Also check it was not revoked and your account is active. See WordPress plugin.

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Phone calls

  1. The number’s Inbound agent on Phone numbers shows a dash: no agent answers it. Press Assign and choose one.
  2. Your subscription is not active (Unpaid, Canceled, Incomplete, Expired or Paused on Billing): your assistant is paused.
  3. On a pay-as-you-go bundle, a declined card can stop everything, inbound calls included.
  4. The number was released. Import it again.
  1. You are a member: only owners can.
  2. Label is empty: Import stays greyed out until it is filled.
  3. The number is not in international format, such as +15551234567.
  4. The number is already linked to another RuleInside account: contact us.
See Phone numbers.
Check Maximum call length (minutes) and Hang up when the caller stays silent under Call limits.
For slow answers, open Turn taking: set Response eagerness to Eager and try a shorter Wait for a reply (seconds). For ‘ok’, add the words to Words that do not interrupt in Conversation behaviour.
  1. Transfer to a person is not switched on for your account: you can remove a transfer but not add one. Contact us.
  2. The number is refused: it must be a mobile, landline or toll-free number in the same country as your store’s phone number, and not your store’s own number.
See Transfer to a person.
  1. The Calls page shows one agent at a time: choose the right one in the Agent bar.
  2. The summary and outcome appear a short time after the call ends: refresh.
  3. Search covers only the current page: use Older.
See Calls.
No recording exists for the call, the caller objected to being recorded (the recording was then deleted), or there was a temporary problem. Try again in a moment.

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WhatsApp

  1. You are not the account owner.
  2. A number is already connected and working: the button is hidden on purpose.
  3. Self-connection is not available for your account: the card says so. Contact us and we connect it for you.
At WhatsApp shows Rejected when Meta rejected the template. Fix it in Meta’s WhatsApp Manager and get it approved. Until then, disable it under WhatsApp templates: a rejected template that is still Enabled is still tried, and the send shows Failed. See Status at WhatsApp.
The name or language code does not match Meta exactly (en is not en_US), or the template was approved on a different WhatsApp account. Edit the row to fix it.
Read the reason in Detail:
  1. no_consent: no WhatsApp consent on the contact. Consent to calls does not count.
  2. opt_out: they opted out, or no saved contact has this exact number.
  3. frequency_cap: they already had 4 marketing messages in 7 days.
  4. no_store_attestation: Settings › Calling consent is not confirmed.
  5. marketing_stopped: a Marketing template, and the person told WhatsApp to stop marketing messages from your business. Utility and Authentication templates still reach them.
See Why a send is suppressed.
  1. A Marketing template waits for the person’s calling hours. Nothing to do.
  2. The contact has no time zone: set one. A Marketing message still waiting for one 7 days after it was queued is not sent (Failed); set the time zone and send it again.
  3. WhatsApp is blocking your number, often for a missing payment method in Meta. Phone numbers shows what Meta reports.
Sent means WhatsApp accepted it. Look at Delivery: Not delivered shows WhatsApp’s reason in Detail. No report from WhatsApp is normal for a number not connected through Meta.
Send message stays grey until a number, a template and every variable are filled. Only templates with Kind set to Message and Enabled on are listed.
A variable came out empty, usually because the contact is missing a detail such as a name. Fill it in on the contact, or change the variable on the template.

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Campaigns

  1. You created a draft but never pressed Launch campaign. A schedule does not launch it either.
  2. Read the launch result: each line gives a reason, such as no recorded lawful basis to call or outside local calling hours.
  3. Your store’s calling consent is not confirmed.
If nobody was called, nobody is waiting and nobody is queued to be tried again, the campaign is still a draft: fix the reason and launch again. See The launch result.
People are probably Waiting for their calling time: the summary shows how many and when the first is due.
The launch result names the reason: opted out, on the do-not-call list, no lawful basis, outside calling hours, no time zone, called too recently, or the daily limit. People left out because of the daily limit or a processing error are tried again by the same campaign over about a day, up to one day of your daily cap per launch; the launch result says how many. People left out for any other reason are not called later by that campaign: create a new campaign once the reason has passed.
None of your numbers can place outbound calls (on Phone numbers, Assign shows “This number does not support outbound calls.” for such a number). Import a number that can, or contact us.
The result gives the reason: calling consent not confirmed, outside the campaign’s calling hours, a number not in international format or on your do-not-call list, or the daily limit reached.
Calls already under way cannot be recalled. If the message said some batches could not be confirmed stopped, press Pause again.
That is expected: it does not change to Completed on its own. Check each message in Recent sends on WhatsApp send.

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Contacts and imports

  1. A plain import adds people as Calls: no consent. Use Import with consent, or Consent on each contact.
  2. Settings › Calling consent is not confirmed.
  3. Your calling hours or days exclude now.
The row had no phone number, or its email already belongs to another contact. With Import with consent, also any number without a country code (“invalid number”).
Only owners can import; members see a note instead. For an owner, both buttons stay greyed out until a store is linked to your workspace, and Import with consent also when the list of lawful bases could not load: refresh.
Search covers only the current page of 50 contacts. Use Next and search again.
An opt-out cannot be undone from the portal, by re-importing or by recording consent again. On WhatsApp only, the customer can opt back in by replying START.
The column was removed under Manage fields: while it is removed, its values are not sent to your agent on outbound calls. Add it back with Add column. The values are still stored.

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Store connection

You have not approved the connection in your store yet. The approval page is valid for 10 minutes: start again if it expired.
Read the line under the status on the Connect your store card. Common causes: you approved it on a different website from Your store address, you approved less than read and write access, or your store was offline. See Connections.
For now our team connects FluentCart stores. Contact us.
Check the connection is Active, the header is exactly X-RI-Ingest-Secret, the secret is the latest one, and the whole URL was copied.

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Team and access

  1. You are a member: you can invite only as Member.
  2. One address in the form already belongs to a member: the whole form is refused. Take it out.
  3. The address already has a pending invitation: renew or remove it first.
See Members.
Ask them to check their junk folder. Otherwise remove the invitation and invite them again: Renew Invitation does not send an email.
They are a member. Members can see every page but not change how your assistant works. An owner can use Update Role. See Who can do what.
Only the primary owner can rename the organization. The primary owner cannot delete their login or leave until they transfer ownership on Members.
If your codes are in a password manager that syncs, use it on another device. Otherwise, contact us.

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Billing

They are a member: billing is for owners. Make them an owner, or download the invoices yourself.
  1. On a pay-as-you-go bundle, a declined card. Update it with Visit Billing Portal.
  2. Your plan’s badge on Billing is Unpaid, Canceled, Incomplete, Expired or Paused.
  1. Your daily call limit is reached: it clears within 24 hours.
  2. On a pay-as-you-go bundle, outbound calls and messages can stop for the rest of the period after the second extra bundle.
See Plans and limits.
Look at the Minutes card on the Billing page. Calls from the last day may not be counted yet. If the card is not shown, reload the page later, or contact us.

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Messages you may see

Find the message you see, then follow What to do. Text in curly braces, such as {count}, stands for a number the portal fills in.

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Still stuck?

Email us at info@ruleinside.com. To help us answer in one reply, include:
  • your workspace name, as shown in the portal;
  • the agent involved, by name;
  • the date and time of the call or message, and your time zone;
  • the caller’s number, masked, for example +1555123****;
  • a screenshot of what you see, including any message;
  • what you expected, and what happened instead.
Never send us passwords, API keys, licence keys, signing secrets or Twilio Auth Tokens. We never ask for them.