Run these checks first, then contact support with the agent name, approximate time and a description of what happened.
The agent is not replying
Check the channel, send a short test message and confirm the bot is not muted or blocked. If the account shows the agent is in progress, fulfilment may not yet be complete.
The answer is not useful
Restate the goal, provide the missing context and specify the desired format. For repeat issues, ask support to review the agent instructions or model configuration.
A file cannot be opened
Ask for a Telegram attachment or downloadable link rather than a server path. On mobile, check Telegram permissions and available storage.
When to contact support
Contact us for repeated gateway errors, failed connections, billing problems, missing fulfilment updates, suspected account access issues or a live agent that stops responding.