Work out what is wrong before you ask for help
Most problems come down to a handful of causes, and you can check each one yourself in a few minutes. This page walks through those checks and shows the settings that keep a busy account fast.
Use this when something has stopped behaving the way you expect: a blank panel, missing conversations, a silent chatbot, emails that never arrive. It is written for the person running the business, not for a developer.
Step by step
Open the browser console
Almost every check starts here, because the error message usually names the cause. In Chrome, go to Settings > More tools > Developer tools > Console. Leave it open and repeat the action that failed so you can see what appears.
Clear a blank panel screen
If the panel loads as a white screen, add ?reset-login to the panel URL and open it again. To see more detail about what the panel is doing, add ?debug to the panel URL instead.
Find conversations that agents cannot see
Check whether the agent has a department while the conversations are not assigned to it, and whether Routing, Queue or Hide conversations of other agents is on. Human takeover can also move things, so look in the archived conversations. Signing in as the right agent, or clearing the department on their profile, resolves most cases.
Check a chatbot that is not replying
Human takeover may be active. Run Settings > Artificial Intelligence > OpenAI > Troubleshoot problems, and confirm the Chatbot option is ticked. If you use Manual sync mode, check the quota and billing on your own AI account. Disabling the Google settings for a moment helps isolate the cause, and the browser console will show the error when you send a test message.
Test your email sending
Send a test from Settings > Notifications. If the test fails, the fault is with the SMTP server rather than with Vera.Support. For Gmail, use an app password.
Turn on the performance options you need
Go to Settings > Miscellaneous > Performance optimization. Minify JS speeds up the front-end widget, and Archive old messages is the one that matters most once your message volume is very large.
Settings reference
| Setting | What it does |
|---|---|
| Troubleshoot problems | Runs a check on your AI setup at Settings > Artificial Intelligence > OpenAI and reports what is stopping the chatbot from replying. |
| Chatbot | The option at Settings > Artificial Intelligence > OpenAI that must be ticked for the chatbot to answer at all. |
| Minify JS | Loads minified JS and CSS for the front-end widget so it loads faster. |
| Disable reports | Switches off the Reports area and stops report data being recorded, which saves resources. |
| Disable articles | Stops articles loading on both the admin and the client side. |
| Archive old messages | Moves messages older than the interval you set into a backup table to keep the account fast. |
Good to know
Sounds need a click first
If notification sounds are not playing, this is usually the browser rather than a setting. Browsers only allow audio after someone has clicked on the page.
Archiving old messages does not lose them
Archived conversations disappear from the admin and user conversation areas, but they come back automatically if the user writes again, and you can open them any time from the user's profile. This option is meant for accounts handling millions of messages, where it improves performance drastically.
Disabling reports stops the recording too
It does not only hide the Reports area. While it is off, no report data is collected, so that period will stay empty even if you switch reports back on later.
A missing chat widget is usually not a fault
Manual or login initialization, hiding the chat outside office hours, and caching, minification or CDN layers are the common causes. The widget behaviour guide covers each one.
Check the archive before assuming messages are lost
When human takeover is active, conversations can end up somewhere an agent is not looking. The archived conversations are the first place to check.
Common questions
The panel shows a white screen. What do I do?
My emails are not arriving. Is that a Vera.Support problem?
The chatbot has gone quiet. Where do I start?
Will archiving old messages delete anything?
How do I see more detail about what the panel is doing?
Do these performance options cost extra?
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