Troubleshoot common issues

A conversation is missing or stale

A status, tag, owner, channel, special filter, search, or pending update excludes it

Review conversation filters and refresh the conversation list

New activity is not in the list

Real-time events are waiting to be applied

Select the new-activity banner or follow Conversation out of date

Older Instagram messages are missing

Stored history is exhausted, manual fetching is unavailable, or Instagram has no additional history

Follow Load older Instagram history and select Fetch from IG only once per attempt

A message cannot be sent

The response window expired, Autopilot controls the composer, an email thread is not selected, or the channel does not support the action

Check channel capabilities, email and merged replies, messaging windows, and Autopilot Takeover

An attachment is rejected

The file type or size is unsupported, or the channel does not support attachments

Compare the file with Send an attachment. Do not rely on Facebook attachments until support is verified

Audio recording does not start

Microphone permission, account availability, conversation channel, or duration requirement

Review Audio message and allow microphone access when prompted

Text-to-speech does not start

The draft is empty, the conversation is not on Instagram, ElevenLabs is unavailable, or generation failed

Review Convert text to speech, then retry once

Audio transcription is missing or failed

Transcription was not requested, is still processing, failed, or is unavailable for that message

Review Audio Transcriptions, wait for processing, and retry once after a failed state

Reply or reaction controls are missing

The channel or message type is unsupported, the message was deleted, or its source identifier is unavailable

Review Instagram message replies and heart reactions

A public or private comment reply fails

The source comment is unavailable, the private-reply window expired, or a private reply was already sent

Review comment reply limitations before retrying

Copilot does not return a response

Copilot is unavailable, another request is loading, the selected message is ineligible, or the service returned an error

Reopen Copilot, retry once with a concise question, and review Copilot in the Inbox. Ask an administrator to check Copilot configuration if the control is absent

Autopilot replaces the composer or Takeover fails

Autopilot owns or handles the contact, another teammate changed its state, or the page is stale

Follow Take over a conversation. If it fails, refresh once and check restricted or stale states

A tag, owner, saved reply, or note appears stale

The save is processing, a filter removed the contact, or the saved-reply scope differs

Wait for confirmation, reopen the contact, and review contact details or saved-reply scope

Contacts filters return unexpected results

AND/OR groups are arranged incorrectly or the selected operator is not verified

Test one condition at a time. Conditions in one group use AND; separate groups use OR. Avoid boolean filters, does not contain, and boolean is not until their behavior is verified

Active or Inactive does not change

The signed-in teammate is not an administrator, Autopilot is unavailable for the account, contacts cannot be reassigned from the Autopilot bot, or the status request failed

Ask a account administrator to make the change. Make sure at least one eligible human teammate is available for reassignment, refresh once, and retry once. Contact Support if the selected status still does not remain highlighted.

Save Settings is unavailable

No value has changed

Change the intended setting and review the full form before saving.

Settings cannot be saved

A response range, booking duration, booking service, timezone, or enabled time window is incomplete or invalid

Compare the values with call-booking requirements, response availability, and response timing.

A booking service is missing

Calendly or GoHighLevel Calendar is unavailable, disconnected, or not fully configured

Finish the relevant setup in Connect and manage integrations, then reopen Autopilot Settings.

A channel is missing from Settings

The channel or account feature is not enabled, or Instagram uses the other connection mode

Open the relevant setup guide for Facebook and Instagram, Instagram Direct, email, or SMS. Ask an administrator or Support to confirm availability rather than opening another channel's settings URL

An authorization window does not open

The browser blocked the provider pop-up

Allow pop-ups for Winly, close any expired provider window, and restart the connection once

FB & Instagram cannot find an account

The Facebook profile has no eligible Page, the Page is not linked to an Instagram professional account, or required Meta access was not approved

Review Meta account requirements, then reconnect with the Facebook profile that manages the intended Page

A social channel says it needs reconnection

The provider profile or token can no longer be verified

Use the channel's documented reconnect action for Facebook and Instagram, or Instagram Direct

HubSpot Email is connected but email does not work

OAuth succeeded but no usable email inbox was saved, or the chosen inbox has no active real email channel

Refresh and save the email inbox. Forwarding-only .hs-inbox.com addresses are not selectable sender channels

No HubSpot Salesmsg inbox can be selected

Salesmsg is not connected to a HubSpot Conversations inbox, or the channel account is inactive or unauthorized

Fix the Salesmsg channel in HubSpot, then use Refresh inboxes and follow Connect HubSpot Salesmsg

Calendly or GoHighLevel remains Pending

Provider authorization succeeded but the required event type or calendar was not saved

Finish the provider selection in Connect and manage integrations

A calendar or event-type list is empty

The connected account or GoHighLevel location has no eligible active item, or the provider request failed

Create or activate the item in the provider, reload Integrations once, and confirm the connected provider account or location

OnceHub does not become Connected

The key was not saved, the integration is unavailable to the account, or the credential is invalid

Re-enter the customer key without exposing it in screenshots, save once, and review OnceHub setup

ElevenLabs generation fails

The key was revoked, the Voice ID does not belong to the key's account, or generation failed

Review ElevenLabs configuration, test a short sentence once, and record the error time before contacting Support

A provider has no Disconnect button

The released page supports settings changes but not customer-facing removal

Check Change or remove an integration. Contact Support rather than clearing credentials in the provider without coordinating the Winly connection

The launcher does not appear

The snippet is missing from the published page, the widget is inactive, or the page origin is not allowed

Confirm that the dashboard-generated snippet appears immediately before </body> on the published page. In Settings → Widget, confirm that Status is Active. If Allowed domains is set, add the page's exact origin with https://, no path, and no trailing slash. Then clear the website cache or check a private browser window once.

The launcher appears on one domain but not another

Each subdomain is treated as a separate allowed origin

Add every required origin separately, such as https://www.example.com and https://shop.example.com.

Autopilot does not reply

Autopilot is not enabled for the account or the widget prompt is not available

Confirm that Autopilot is enabled, then open Autopilot → Widget Prompt. Review and save either a custom prompt or the default behavior described in Configure Autopilot replies.

A saved visual setting is not visible

The website or browser is serving a cached version of the widget

Reload the published page once or check it in a private browser window. You do not need to replace the snippet after changing widget settings.

The widget stopped working after deletion

Deletion invalidated the widget immediately

Create a new widget and replace the old installation snippet with the new dashboard-generated snippet.

Settings → MCP is missing

MCP is not enabled for the account

Ask an administrator or Support to confirm MCP availability. Do not try to bypass the hidden page with a direct settings URL.

OAuth authorization is rejected

The signed-in Winly user is not an administrator, the wrong account is open, or the authorization request expired

Sign in to the intended account as an administrator and restart the connection once from the MCP client.

401 Unauthorized or Invalid API key

The X-API-Key header is missing, misspelled, incomplete, or uses a revoked key

Confirm the exact header name and replace the value with the complete key. In Settings → MCP, confirm the key still appears as active. Never send the key in a support message.

The client connects but shows no tools

The client did not finish MCP initialization or is using an incompatible transport or configuration

Remove the incomplete server entry, add the remote HTTP endpoint again, and complete authorization. Follow the client's MCP configuration format rather than copying another client's property names unchanged.

A named tool is unavailable or returns a feature error

The current server catalog changed or the account lacks the required feature or data

Refresh the client's tool list. For Autopilot tools, confirm that the corresponding feature is available in Winly.

A write tool targets the wrong contact or value

The request used an ambiguous name, username, or instruction

Cancel the action and retry with the exact contact ID and explicit requested value. Require confirmation for write tools.

429 Too Many Requests

The API key, account concurrency, direct-message, or service-wide limit was reached

Wait before retrying. Verify whether a write action completed in Winly before submitting it again.

A revoked API key still appears in the client

The client retained the old configuration

Remove the saved key from the client and configure a newly created key only if access is still required.

A Dashboard card is empty

No stored report activity exists for the selected dates, the report is still updating, or the card needs a configured goal or outcome

Confirm the dates and review Dashboard card definitions. Refresh once after recent contact or goal changes

Sales increased but Revenue did not

A contact entered Sales without a plan amount

Review how Revenue is calculated, then verify the contact's plan information

A saved goal is not reflected

The goal configuration saved, but the Dashboard did not refetch or its stored daily goal data has not updated

Refresh Reports once and review where goals appear

A tag is missing from Funnel settings

It is not marked as Pipeline Tag, it is already selected, the five-stage interface limit is reached, or the current user is not an administrator

Follow Prepare pipeline tags and Configure the Funnel Pipeline

Funnel values do not decrease from left to right

The chart counts stage-entry activity, not a current contact snapshot

Review how to read the Funnel Pipeline

Selecting an agent did not change Revenue or the tables

The agent selector is scoped to Funnel Pipeline

Review Dashboard card scope

Responses shows unexpected dates

The selected preset or custom range is not fully supported by the Responses endpoint

Use Month to Date, Today, or Yesterday, then verify the x-axis dates in Response statistics

A Responses member or value is missing

No eligible completed timing sample exists for that user and period, or the messages are on an excluded channel

Review response metric eligibility

Grouped Agent Activity is lower than ungrouped activity

Multiple messages to the same contact on the same day collapse to one contact

Compare the two modes in Choose what each bar counts

A teammate is missing from Agent Activity

The role is not administrator, agent, or opener, or sent-message activity was not attributed to that user

Review Agent Activity chart eligibility