Troubleshooting

This page contains common issues you may encounter while using DOLU.ai and their solutions.

General Issues

I can't log in

Symptoms: Email and password are correct but login fails.

Solutions:

1. Clear browser cache and cookies
2. Try a different browser
3. Make sure Caps Lock is not on
4. Create a new password using Forgot Password
5. If the issue persists, contact support

Page not loading / white screen

Solutions:

1. Refresh the page (Ctrl+Shift+R)
2. Disable browser extensions (ad blocker, etc.)
3. Make sure JavaScript is enabled
4. Try a different browser (Chrome, Firefox, Edge)

Notifications not arriving

Solutions:

1. Make sure notifications are enabled at Profile > Notifications
2. Check browser notification permissions
3. Make sure "Do Not Disturb" mode is off
4. Grant notification permission in your browser for push notifications

AI-Related Issues

AI is not responding

Symptoms: AI messages are not being sent in chat or taking too long.

Solutions:

1. Make sure the AI module is enabled (Settings > Modules)
2. Make sure you have sufficient AI credits (Billing page)
3. Make sure there is at least one entry in the knowledge base
4. Make sure the "Auto Reply" option is enabled in AI agent settings
5. Test the AI from the AI Knowledge Base > Test page

AI is providing incorrect information

Solutions:

1. Update the relevant FAQ entries in the knowledge base
2. Provide negative feedback (thumbs down button)
3. Enter a correction suggestion
4. Review pending suggestions from AI Agent > Knowledge Suggestions
5. Check the AI's sector settings

AI is speaking in a different language

Solutions:

1. Check the language preference in AI Agent settings
2. The AI automatically adapts to the customer's language — this is normal behavior
3. If you want a specific language, enable the "Fixed Language" option in agent settings

Channel Issues

WhatsApp connection issue

Solutions:

1. Re-scan the QR code
2. Make sure the WhatsApp Business app is open on your phone
3. Check your phone's internet connection
4. If using WhatsApp Business API, make sure the token hasn't expired
5. Check connection status from the Settings > Channels page

Email cannot be sent

Solutions:

1. Check SMTP settings (server, port, password)
2. If using Gmail, make sure you've created an App Password
3. Make sure your sender address is correct
4. Check your provider's daily sending limit
5. Make sure SPF/DKIM records are configured correctly

SMS not delivered

Solutions:

1. Make sure the phone number is in the correct format (should start with +90)
2. Check your SMS provider balance
3. Make sure the sender ID is approved
4. Send a test SMS from the Settings > Channels > SMS page

Campaign Issues

Campaign cannot be sent

Solutions:

1. Make sure the target audience is not empty
2. Make sure the email/SMS template is completed
3. Make sure the channel connection is active
4. You may have exceeded the daily sending limit

Low open rate

Suggestions:

1. Make the subject line more attention-grabbing
2. Optimize send timing (Tuesday-Thursday 10:00 AM - 2:00 PM)
3. Send more targeted content by segmenting your audience
4. Run A/B tests
5. Make sure the sender name is familiar and trustworthy

CRM Issues

Contacts not showing

Solutions:

1. Check filter settings — clear them
2. Clear the search box text
3. Select a different view (list/card)
4. Refresh the page

Import failed

Solutions:

1. Make sure the CSV file is in UTF-8 format
2. Make sure the column headers match correctly
3. Clean up empty rows
4. Check the file size (max 10 MB)
5. Make sure phone and email formats are correct

Performance Issues

Slow loading

Solutions:

1. Check your internet connection
2. Clear browser cache
3. Too many tabs may be open at the same time
4. Try a different browser
5. If using a VPN, try disabling it

Mobile display issues

Solutions:

1. Update your browser
2. Try viewing the page in landscape/portrait mode
3. Set browser zoom to 100%
4. Clear app data

Support

If your issue is not resolved:

1. AI Support Assistant: Click the chat bubble in the bottom right corner — 24/7 instant help
2. Knowledge Base: Search on this documentation site
3. In-App Help: Click the help button in the top right corner

Tip

Describe your issue in detail to the AI support assistant — include a screenshot and specify which browser/device you are using. The AI will automatically suggest solutions or create a support ticket if needed.