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Find the cause and the fix by symptom: the widget does not appear, the AI does not answer, a channel stops delivering, billing or credits problems, and access errors.
آخر تحديث: 2026-10-05
Use this page when something does not work. Find the area that matches your problem, read the row that matches what you see, and follow the fix. Each section links to the detailed page.
Before you start, two checks solve many problems: confirm you are signed in to the right workspace, and confirm the workspace is not read-only (for example after a lapsed subscription).
Dashboard navigation#
When you change screens, the sidebar stays available and the destination shows a loading placeholder until it is ready. You can navigate with the keyboard as well as the pointer. In the inbox, Account and Work details load when you open their Context tab.
Opening the website#
The public website shows Sign in while it checks your session. If you are already signed in, the navigation changes to Open workspace. You can select Sign in during this check to continue with your existing session, choosing a workspace if needed.
The language switch keeps the page's query parameters. Public pages use Sela's branding. Your saved dashboard appearance is used when you return to your workspace.
The web chat widget#
| Symptom | Likely cause | Fix |
|---|---|---|
| No chat button and no error | The script uses data-org-id | The attribute must be data-organization-id. Change it in your snippet. |
| No chat button | Wrong or missing Organization ID | Copy the ID again from Integrations, in the Website Widget section. |
| No chat button | Script is not on the page, or your site builder stripped it | View the page source and search for widget.js. Publish the site after pasting. |
| No chat button | Script tag is type="module" | Use a normal script tag with the attributes written on it. |
| Button missing only on phones | data-hide-on-mobile="true" is set | Remove it, or set it to false. It hides the widget on screens 768 px wide or narrower. |
| Button missing, site has a Content Security Policy | The policy blocks Sela | Allow https://usesela.com for scripts and https://widget.usesela.com for frames. |
| Button missing only for some visitors | Ad blocker or privacy extension | Test in a private window with extensions off. |
| Button shows, chat is blank or shows an error | Organization ID does not match a workspace, or the page blocks frames | Check the ID and your policy. |
| Chat asks for login and rejects visitors | Strict mode (Disable Manual Login) is on | Send identity-verified sessions or turn strict mode off. See Identity verification (HMAC). |
| Color, size or position did not change | Button look comes from the snippet attributes | Edit the attributes in the snippet on your site. See Widget JavaScript API. |
| A returning visitor lost their history | History belongs to the browser session | Expected on another device, in a private window, or after clearing browser data. |
| Customer cannot attach files | The attach button appears after a chat is escalated to a human | Expected while the AI handles the chat. |
Full checklist: Web chat widget.
The AI does not answer#
When the AI stays silent, the customer sees nothing and the conversation waits in the inbox for your team. Work through the reasons in this order. They are the checks the assistant must pass on every message.
| Symptom | Likely cause | Fix |
|---|---|---|
| No AI reply on any channel, AI pages show a locked state | The AI Assist add-on is not on your plan, or the subscription is not active | Check Settings, Data & plan, Plan & usage. See Plans and billing. |
| No AI reply, everything else looks fine | Plan credits and the wallet are both empty | Top up the wallet or add credit blocks. See Credits and usage. |
| No AI reply on any channel, even after setup | No saved assistant profile | Open AI assistant, then the Identity tab, and save a profile. See Assistant identity and scope. |
| No AI reply anywhere | AI in this workspace or Automatic replies is off | Turn them on from the AI assistant page. See Turning AI on and off. |
| An AI button says AI is turned off for this workspace | Someone turned off AI in this workspace | Select Turn on AI, or ask someone who manages settings. |
| The assistant stays quiet in one conversation after a reply from the WhatsApp Business app or Instagram | Replies from a channel's own app switch that conversation to AI off | Select AI off in the conversation header to hand it back. |
| No reply on one conversation | The conversation is closed | Reopen it. |
| No reply on one conversation | It is Escalated, or an operator is assigned | Clear the escalation and the assignee. |
| No reply after you pressed Hand back to assistant | Handing back only changes handling | Reopen the conversation (status Open) and remove the assignee. See AI control and takeover. |
| No reply on one conversation | Handling is paused, human requested or human active | Use Hand back to assistant in the conversation header. |
| No reply for a short time | A cooldown after misuse, or a guided WhatsApp Flow is running | Wait. Your team can still reply. |
| No reply on WhatsApp only | The channel's AI automation switch is off, or the connection path does not support it | Turn it on for the WhatsApp card in Integrations. See WhatsApp. |
| Replies stopped for everyone briefly | A protective stop on answer quality closed | It closes by itself. Check answer quality in Improving answer quality. |
| Replies are hedged ("I could not verify this") | The fact is missing or conflicts across sources | Add the fact to the knowledge base or catalog. |
| Answers about prices or stock are wrong | Live data lives in the catalog, not in documents | Fix the catalog. See Catalog and products. |
| Wrong language or dialect | No language rule, or Arabic product and area names are not aliased | Add a language rule to the identity and aliases to your content. |
| The AI answered after hours | Business hours do not switch the AI off | Set the option to keep the AI quiet outside hours in Business hours if you want that. |
| A voice note or image got no understanding | Media Understanding is off, or credits are empty | Turn it on in the widget behavior settings and check credits. |
| A file is stuck or failed in the knowledge base | Indexing failed, often from empty credits | Press Retry after topping up. Wait for ready before testing. |
Details for the whole sequence: How the AI works.
Channels and delivery#
| Symptom | Likely cause | Fix |
|---|---|---|
| Reply banner mentions the 24-hour window | On WhatsApp, Messenger and Instagram the customer's last message is over 24 hours old | On WhatsApp send an approved template or broadcast. On Messenger and Instagram wait for the customer to write. See WhatsApp. |
| Reply refused, conversation is read-only | The thread is closed, the channel is disconnected, or it is an imported archive | Reopen the conversation or reconnect the channel. |
| Reply refused, workspace is read-only | A lapsed or restricted account | Restore the plan. See Plans and billing. |
| Integration card says Needs attention or Disconnected | Expired or revoked connection | Reconnect the channel from Integrations. |
| No incoming messages on one channel | A provider connection or webhook problem | Check the card status, then the provider's delivery log. |
Banner shows code SEND_ENQUEUE_FAILED | An unexpected error inside Sela | Copy the 16-character Reference from the banner and send it to support. |
| Cannot connect WhatsApp | The number is still active in the WhatsApp or Business app | Use a coexistence path or migrate the number. |
| A channel card is missing | That connection path is not enabled for your workspace | Ask support. |
| Calls connect but have no audio | No relay is configured for calls | See Calls. |
| Email or SMS setup refused | Plan below Inbox or no permission to manage settings | Upgrade, or ask an admin. See Email and SMS. |
Full guide with per-channel causes: Delivery troubleshooting. Other channel pages: Messenger and Instagram, Telegram.
Billing and credits#
| Symptom | Likely cause | Fix |
|---|---|---|
| Paid, but the plan has not changed | The payment confirmation has not arrived yet | Wait a minute and reload Plan & usage. The confirmation is retried safely. |
| Checkout says billing is "not enabled for this workspace yet" | The new checkout has not been switched on for you | Contact support. |
| Cannot buy or change a plan | You are not an admin or owner, or you are inside a branch | Ask an admin. Purchases are made in the paying workspace. See Multiple branches. |
| Checkout refuses fewer branches | You already have more branches set up | Archive branches first. |
| Credits dropped after uploading files | Indexing uses credits, and PDFs and scans cost more | Expected. See Credits and usage. |
| One reply used two charges | A reply involves more than one AI step | Expected. |
| Credits vanished at month end | Plan credits reset monthly and do not carry over | Use the wallet, which does not expire, or add credit blocks. |
| Wallet top-up is locked | The AI Assist add-on ended before the payment finished | The money is kept and unlocks when AI is active again. |
| AI features look unavailable after payment | The add-on is missing (no credit blocks) | Check Plan & usage. |
| Sandbox workspace stopped accepting conversations | Sandbox allows 10 conversations in total | Upgrade. See Plans and billing. |
| Storage upload fails | The storage limit is enforced | Buy a storage pack or delete files. |
| An automation run failed with no actions | The run limit is enforced | Buy a run pack. See Automations and proactive messages. |
| New team member cannot join | All seats are in use | Add seats from Manage capacity. See Team, roles and permissions. |
Access and permissions#
| Symptom | Likely cause | Fix |
|---|---|---|
| A screen says a feature is "not enabled for this workspace" | A feature switch is off for your workspace. It is not a plan problem. | Ask support to enable it. |
| Padlock on a sidebar item | Your plan does not include it | Choose the item to go to Plan & usage. |
| A page is visible but read-only | You lack the permission to manage it | Ask an owner, admin or manager. See Team, roles and permissions. |
| Phone numbers and emails are partly hidden | Your role cannot reveal contact details | Only owner, admin and manager can reveal them. |
| Cannot export contacts | Only owner and admin can | Ask one of them. |
REST API returns 401 unauthorized | Wrong key, or the plan lapsed | Check the key and that the plan is Scale or higher. See REST API. |
| API keys or webhooks are missing | They need Scale or Enterprise, and are enabled per workspace | See Plans and billing. |
| Signed in but cannot see a workspace | You have not accepted the invitation | Accept the emailed invitation. |
| Push notifications do not arrive on the phone | Permission denied, wrong workspace, or battery saving | See Mobile app. |
| "This conversation changed since it was loaded" | Someone else updated it while you were looking | Reload and retry. |
When to contact support#
Contact support if a fix does not work or you see SEND_ENQUEUE_FAILED. Give the workspace name, the channel, the approximate time, what you tried, and the 16-character reference if one is shown. Do not include customer message text or phone numbers. Support is under Settings, then Data & plan, then Support.
Related pages#
- FAQ
- Glossary
- Quick start for the go-live checklist
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