Common Issues

This guide helps you work through common Irmaya problems without digging through internal or technical notes first.

Common Issues

This guide helps you work through common Irmaya problems without digging through internal or technical notes first.

Overview

Use this page when a core workspace function is not behaving as expected.

The quickest way to troubleshoot is to identify which area is failing:

  • WhatsApp connection
  • bot replies
  • knowledge base behavior
  • broadcasts
  • analytics or interface loading

WhatsApp Connection Issues

QR code scan fails

Try:

  • refreshing the page and generating a new QR code
  • checking phone connectivity and app status
  • confirming you are using WhatsApp Business
  • retrying the scan with the phone already open to Linked Devices

Connection is lost

Check:

  • whether the phone still has internet access
  • whether WhatsApp is active and reachable
  • whether the workspace still shows an active connection

If needed, disconnect and reconnect cleanly.

Device already connected

Review:

  • whether an older linked device should be removed
  • whether the workspace is trying to reuse a stale connection
  • whether a fresh reconnect is needed

Bot Response Issues

Bot is not responding

Check:

  • WhatsApp connection status
  • whether bot setup is complete
  • whether the knowledge base contains useful content
  • whether test messages are reaching the workspace

Responses are inaccurate

Review:

  • the current knowledge content
  • bot behavior settings
  • whether the source information is current and specific enough

Responses are too generic

Improve:

  • business-specific knowledge content
  • prompt and behavior configuration
  • reusable templates or guidance used by the bot

Knowledge Base Issues

Indexing is slow or appears stuck

Check:

  • file quality
  • file type support
  • whether processing simply needs more time

If the same content repeatedly fails, test with a smaller and simpler document first.

Content is not appearing in answers

Review:

  • whether indexing completed successfully
  • whether the uploaded content is readable and relevant
  • whether your test question matches the content you added

Broadcast Issues

Broadcast does not send

Check:

  • segment quality
  • schedule and timezone
  • connection status
  • whether the message format is valid for the current workflow

Delivery is weak

Review:

  • contact quality
  • segment accuracy
  • whether the audience is still active and reachable

Engagement is weak

Improve:

  • message clarity
  • timing
  • relevance of the audience segment
  • call to action

Analytics or Interface Issues

Data seems delayed or incomplete

Check:

  • selected date range
  • whether recent activity has had time to appear
  • whether the workspace has enough activity to produce useful metrics

Page loads slowly or looks stuck

Try:

  • refreshing the page
  • clearing browser cache
  • checking browser health and connectivity
  • retrying in a clean browser session

When to Escalate

Escalate the issue when:

  • the same problem repeats after reconnecting or retrying
  • the workspace cannot receive messages reliably
  • analytics or conversations are clearly missing expected data
  • a high-impact operational workflow is blocked

Getting Help

When contacting support or an internal technical owner, include:

  • a short problem summary
  • the product area affected
  • what you already tried
  • screenshots or error text if available

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