Docs

Troubleshooting

Fixes for sign-in, integrations, missing conversations, and how to report bugs.

Find Help

Help panel for feedback and Ask
Help panel for feedback and Ask

Open the vertical Help tab on the right edge of the dashboard (or More → Help on mobile). From there you can:

  1. Ask product how-tos in Ask HawkSel Help (not billed to your org)
  2. Open docs links, contact support, or Send feedback / Report a bug

Cannot sign in

  1. Confirm you are using the invite email address.
  2. Request a password reset if available, or ask an admin to resend the invite from Users.
  3. Clear cookies for the dashboard domain and retry.
  4. If you belong to multiple organizations, confirm you are opening the correct dashboard URL.

Integration shows Inactive or Error

  1. Open More → Settings → Integrations.
  2. Open the integration and follow Connect / reconnect.
  3. Interpret status pills:
  1. After fixing, send a test message or use Sandbox.

Agent answers are wrong or empty

  1. Search Knowledge Base for the topic; add or correct an entry.
  2. Review Settings → Agent tools and policies.
  3. Retest in Sandbox.
  4. On Messages/Email, confirm the thread is not AI off / stop AI response.

Email or SMS not appearing

  1. Confirm the correct organization context.
  2. On Email, check Shelves chips (Active vs Arch / Ignored / Del).
  3. Verify Gmail / phone integrations show Active.
  4. Refresh; realtime updates need a live connection. Search if you know a subject or phone.

Send feedback / Report a bug

  1. Open the Help edge tab (web) or More → Help (mobile).
  2. Choose Send feedback or ideas / Report a bug.
  3. Pick Bug report, Idea, or Other.
  4. Describe steps, expected vs actual behavior, and approximate time.
  5. On web you can attach a screenshot; include the page you were on.

You can also use Contact support from Help, or ask Ask HawkSel Help for product how-tos first.