Frequently asked questions

Summary

The most common questions, grouped by topic. If you can't find yours, ask the assistant or request support.

Reference table

Access and permissions

I don't see a module in the menu. The module is not active in the workspace or your role doesn't have read permission. See Modules and Roles and permissions.

I click Set up and land back on Home. Settings requires workspace.viewSettings, which by default only the Owner has.

I sign in and it says "You don't have access". Your account has no workspace assigned. Contact your administrator.

Can I change what a role can do? Not from the workspace: each role's permissions are defined by Growtek. Ask through support.

Agent configuration

The agent doesn't reply. Check, in this order: the AI key (AI connections), the monthly budget (Billing), the complete context (Context), the connected channel and the Agent active on this channel switch (Channels).

The WhatsApp webhook doesn't verify. Copy the URL and the token again from View webhook setup and click Run diagnostics.

I can't launch a prospection. The campaign wizard tells you what is missing: voice agents, verified line, context or budget. See Prospecting campaigns.

The campaign paused itself. Retell ran out of credit: top up and click Resume. See Balance alerts.

I can't turn on Recover via text. You need to choose an approved WhatsApp template without a media header.

The knowledge base doesn't index. The AI key is missing.

Clients and imports

I imported and records were duplicated. Always start from an exported file and don't delete the ID column. See Imports.

A product row failed because of the brand. The brand has to exist before importing.

Does an empty cell erase the data? No: empty means "don't touch". To remove relations on contacts, use BORRAR.

I can't find a contact who wrote in over WhatsApp. It is in To recover.

The AI changed a client's data. Revert the suggestion or change the data by hand: what a person enters always wins.

Quotations

I can't create quotations. A template visible to the workspace is missing.

It won't let me send. First publish the version and, if the template has a signature, sign as the advisor.

I edited a sent quotation; does the client get another email? No: they see the new version at the same link.

I can't move the lead to Proposal Sent. Send the quotation first.

Tickets and conversations

I can't write in a conversation. Take it first with Take over.

Emails aren't sent from tickets. The BCC email is missing in Settings → Tickets.

I changed the SLA and the old tickets stay the same. The due date is calculated when each ticket is created.

Assistant

It says I reached the question limit. By default it is 30 per day; an administrator raises it in Billing.