***

title: Configuration Issues
sidebarTitle: Configuration Issues
description: Troubleshoot setup and settings problems.
------------------------------------------------------

This page covers common configuration issues and how to resolve them.

***

## Changes Not Taking Effect

### Symptoms

* Updated prompt but behavior unchanged
* New settings not reflected in calls

### Solutions

| Cause           | Solution                       |
| --------------- | ------------------------------ |
| Unsaved changes | Click Save button              |
| Agent is locked | Unlock, make changes, relock   |
| Caching         | Wait a few minutes, test again |

### Steps

1. Look for "You have unsaved changes" message
2. Click Save if present
3. Check if agent is locked
4. Test again after saving

***

## Knowledge Base Not Working

### Symptoms

* Agent doesn't use KB content
* Wrong answers despite correct KB

### Solutions

| Cause                    | Solution                      |
| ------------------------ | ----------------------------- |
| KB not attached          | Attach in Configuration Panel |
| KB still processing      | Wait for "Ready" status       |
| Wrong KB selected        | Verify correct KB             |
| Content not indexed well | Improve content structure     |

### Steps

1. Verify KB toggle is ON
2. Check selected KB is correct
3. Verify KB status is "Ready"
4. Test with specific questions

***

## Webhook Not Receiving Data

### Symptoms

* No webhook calls received
* Missing event data

### Solutions

| Cause                     | Solution                   |
| ------------------------- | -------------------------- |
| Endpoint not configured   | Set up in Webhook Tab      |
| Wrong events selected     | Check event subscriptions  |
| Endpoint returning errors | Verify endpoint is working |
| URL incorrect             | Double-check endpoint URL  |

### Steps

1. Go to Agent Settings → Webhook Tab
2. Verify endpoint is selected
3. Verify events are checked
4. Test endpoint independently
5. Make test call and check

***

## API Calls Failing

### Symptoms

* API data not appearing in conversation
* Errors in conversation logs

### Solutions

| Cause           | Solution              |
| --------------- | --------------------- |
| Wrong URL       | Verify endpoint URL   |
| Authentication  | Check API key/token   |
| Response format | Verify JSON structure |
| Timeout         | Endpoint too slow     |

### Steps

1. Check conversation logs for error details
2. Test API endpoint independently
3. Verify headers and authentication
4. Check response mapping

***

## Variables Not Substituting

### Symptoms

* See `{{variable_name}}` in output
* Variable values not appearing

### Solutions

| Cause                  | Solution                  |
| ---------------------- | ------------------------- |
| Variable not defined   | Define in Variables panel |
| Typo in variable name  | Check exact spelling      |
| Variable not populated | Check data source         |
| Wrong syntax           | Use `{{double_braces}}`   |

### Steps

1. Verify variable name in prompt matches definition
2. Check Variables panel for value
3. For API variables, check response mapping
4. Test with known values

***

## Phone Number Not Working

### Symptoms

* Can't make or receive calls
* Number shows inactive

### Solutions

| Cause                 | Solution                   |
| --------------------- | -------------------------- |
| Not assigned to agent | Assign in Phone Number Tab |
| Number inactive       | Check number status        |
| Billing issue         | Check account balance      |

***

## Widget Not Appearing

### Symptoms

* Widget doesn't show on website
* Button missing

### Solutions

| Cause            | Solution               |
| ---------------- | ---------------------- |
| Code not added   | Add embed code to site |
| JavaScript error | Check browser console  |
| Wrong agent ID   | Verify code is correct |
| Page caching     | Clear cache            |

***

## What's Next

<CardGroup cols={2}>
  <Card title="FAQ" icon="question" href="/atoms/atoms-platform/troubleshooting/faq">
    Common questions
  </Card>

  <Card title="Getting Help" icon="life-ring" href="/atoms/atoms-platform/troubleshooting/getting-help">
    Contact support
  </Card>
</CardGroup>