Troubleshooting

Start with these checks

• Confirm you are signed into the intended Nerova account.
• Open View Agent and check the displayed status and environment details.
• Reproduce the issue with one clear test and record the exact time.
• Determine whether the issue affects one agent, one integration, or the whole account.
• Check whether a recent instruction, knowledge, integration, or website change preceded the issue.

An agent gives the wrong response

1. 01

   Identify the expected source

   Find the authoritative instruction or knowledge source for the answer.

2. 02

   Check for conflicts

   Remove obsolete or duplicated material that gives a different answer.

3. 03

   Clarify behavior

   Update the relevant instruction when the problem is how the agent should act rather than what it should know.

4. 04

   Retest nearby cases

   Verify the fix does not worsen related requests.

An integration stops working

• Open Agents > Integrations and confirm the expected provider account is still connected.
• Check whether the provider changed permissions, ownership, or account status.
• Reconnect through the Nerova integration flow when authorization has expired or been revoked.
• Run a controlled Sandbox or Preview Run test before returning the workflow to normal use.

The website experience does not appear

• Test the production URL in a private browser window.
• Open View Agent and confirm Web Widget appears in the agent’s environments.
• Copy the current code from that agent and verify it was added to the published site-wide footer or body-end location, not only a preview.
• Check whether a content-security policy, consent tool, or script optimizer is preventing the installation from loading.

Prepare a useful support report

Include the affected account, agent, page or integration, exact time, expected result, actual result, and reproduction steps. Do not include passwords, API keys, private tokens, or unnecessary personal data.