> For the complete documentation index, see [llms.txt](https://docs.patagon.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.patagon.ai/en/troubleshooting/start-here.md). # Something isn't working: start here For rating definitions, see the [ILA lead rating system](/en/agent-optimization/ila-rating-system.md). Find your symptom below and follow the steps in order before escalating to support. ### My agent isn't responding to leads 1. Go to Agent > Channels & Integrations > Channels and confirm your WhatsApp number shows Connected. 2. Go to Agent > General > Settings and confirm the agent shows AGENT ONLINE. 3. Check Organization > Billing: if your credit balance is negative and your payment method has an issue, messaging may be restricted. 4. Send a test message from a phone number that hasn't contacted your agent before. 5. Check Leads > Conversations to confirm the message was received but not answered. ### My qualification rate is too low (below 30%) 1. Check your Average Qualification Score in Leads > Attribution. The visible distribution shows 1★–5★, while the average uses all stored ratings with a value, including 0★. 2. In Leads > Leads, apply the Qualification = 0★ filter. These Anti-ICP / Disqualified leads can lower the average but do not appear as a dedicated attribution bucket. If there are many, first check traffic and source quality and look for spam, bots, or other non-fit patterns; do not change your qualification criteria based on the hidden 0★ volume alone. 3. If the average is below 2.5, inspect the visible 1★–5★ distribution for the remaining causes: 1★ means there is no useful qualification or ICP information, and 2★ means a relevant conversation is ongoing but is not potential yet. 4. Review your qualification threshold in Agent > General > Goals & Tone, Restrictions section. 5. Check if your traffic sources match your target audience in Leads > Attribution > Traffic Source. 6. Review 5 recent conversations that remained at 1★–3★ or did not reach MQL. 7. Update your prompt — change one field at a time and retest in Agent > Playground. ### My leads aren't being assigned to anyone 1. Go to Leads > Leads and check the Assigned To column. 2. Go to Organization > Settings > Groups and confirm your team members are organized into groups. 3. Check if leads are coming in with the correct qualification score: unqualified leads (1–3★) are typically not auto-assigned. ### My WhatsApp number shows a quality warning 1. Log in to Meta Business Manager and go to Account Tools > Phone Numbers. 2. If rating is Yellow or Red, review recent conversations for messages that generated blocks. 3. Pause outbound campaigns for 48 hours to let the rating recover. 4. Review your message templates — promotional language in a Utility category is a common cause. ### My dashboard numbers look wrong 1. Check the date range — confirm you're looking at the right period. 2. Check which agent is selected — the agent selector filters all data to that agent. 3. Check if your UTM tracking is set up correctly. ### A lead charge looks wrong 1. Open the lead in Leads > Conversations. 2. Go to the Information tab in the right panel. 3. Check the Billing Status field. If it shows Not Disputed, click Dispute Lead. 4. You have 7 days from first contact to dispute. ### I can't find a lead I'm looking for 1. Go to Leads > Leads and use the Search field — search by name or phone number. 2. Check your active filters — click Clear All to reset. 3. Check the date filter — if First Activity is filtered to a recent period, older leads won't appear. 4. Check Leads > Conversations — some leads appear there before they're fully processed in the Leads table. If none of these steps resolve your issue, contact support at . --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.patagon.ai/en/troubleshooting/start-here.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.