Troubleshooting
Fix the common Concierge problems: an agent that doesn't reply in Slack, a tool that needs reconnecting, running out of credits and deleting data.
Last updated: 2026-10-19
Most problems come down to a channel that isn't fully connected, an agent that isn't assigned or active, or a connection that expired. Start with the badge on the channel's card in Concierge > Deploy > Channels: Ready means it's connected and answered by an agent, and anything else tells you what to finish.
The agent doesn't reply in Slack
Check these in order
- You mentioned the agent. It answers messages that mention the Chargezen app, including follow-ups in a thread.
- The Slack channel is ticked. Open Configure Slack, click Configure on the workspace and check the channel is selected. Verify Channel should show Workspace auth: Ready.
- The Chargezen app is in the Slack channel. If the channel says the bot may need to be invited, type /invite in that channel and pick the app.
- An agent owns the channel. In Deploy > Agents, the agent has that Slack channel ticked under Channels and replies, and its Status is Active.
- Nobody took over. If a teammate replied in that conversation in the inbox, the agent stays quiet until someone clicks Return to Agent.
- The message came from a person. Messages from other bots and apps are ignored.
- The Slack channel is connected to only this Chargezen workspace.
Still nothing? On Configure Slack, click Reconnect Slack and authorize again, then send a new message that mentions the app. Setup steps are in Slack.
The agent doesn't reply on another channel
- Needs agent on the channel card: assign the channel to an agent under Channels and replies.
- Needs setup, Pending or Needs review: open the card and finish its steps. Texting numbers may be waiting on carrier review (see Toll-free verification and 10DLC registration).
- Upgrade required: your plan doesn't include that channel.
- The agent is still Draft: the Finish this configuration box on its page lists what's missing. Instructions are always required.
- A teammate took over the conversation: click Return to Agent.
Reconnect a tool
When a connection expires or someone changes a password or key, the agent can't use that tool until you reconnect it.
Integrations
Go to Deploy > Integrations, open the service and go to Setup. Click Reauthorize for services you sign in to, or update the key field for services that use keys. If that doesn't work, click Disconnect, then connect it again.
Slack
On Configure Slack, click Configure on the workspace, then Reconnect Slack. Your Slack channel choices stay.
Telegram
Edit the connection and paste the new bot token. If you lost the webhook token, add a new connection to get a new one, register its webhook with Telegram, and assign it to the agent.
ChatGPT, Claude and other assistants
Connections start in the assistant. Remove Chargezen there and add it again with https://mcp.chargezen.com/mcp, then sign in and pick the workspace. Old connections can be removed under External MCP servers with Disconnect.
Your own AI model
If agents on your own model start failing, update the API key in Integrations > AI, or switch the agent's Default model back to Chargezen Managed to keep working.
You're out of credits
Settings > Credits shows your balance. At zero, website voice and asking Concierge from an AI assistant stop until you add credits, and AI features that run on Chargezen's model, such as AI SMS drafts, stop too. Customer text chat stays available.
Add credits
Under Buy credits, enter $20 to $1,000 and click Add credits. Credits appear within a few seconds of payment; click refresh if they don't.
See what used them
Check This month for model and speech costs, and Features that use credits for AI features you've turned on.
Spend less
Turn off AI features you don't use, narrow agents to the channels they need, or run agents on your own model key (see Bring your own model).
Delete data
- A memory: in Build > Memory, open it and click Forget. Its text is erased and agents can't use it again. Archive only hides it.
- All your personal memories: in Build > Memory, view Only me and click Forget all my memories. Click Export my memories first if you want a copy.
- Call recordings: set Keep recordings for in your call recording policy. Recordings past that date are deleted automatically, unless they're on legal hold.
- A connected tool or assistant: click Disconnect on its Integrations page, or under External MCP servers. Access ends immediately.
- A Shopify customer's data: when the customer asks your store to erase their data, Shopify sends Chargezen the request and Chargezen processes it.
- Anything else: email privacy@chargezen.com from your workspace's account email and say what you want deleted.
Ask your setup agent in Operate > Overview, or email support@chargezen.com with your workspace name, the channel and what you expected to happen.
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