Troubleshooting & FAQ

"AI is not configured" / AI shows *Not active*

The AI agent has not been activated for your workspace yet. Email info@cnexai.com (or WhatsApp +92 312 7233047) and the CNEX AI team will switch it on; nothing needs to be configured on your side.

Search completed with 0 results and a warning

• Discovery is not active: Settings → Automation → Services shows it as Not active; contact CNEX AI to activate it.
• Otherwise broaden the query or remove filters.

"Message cannot be sent automatically"

Open the message: the provider decision lists why each option was skipped (no Meta thread, extension offline or logged out, Apify not configured). Use Send myself; the text is ready to paste.

Extension shows "Waiting for heartbeat"

Pair again from Settings → Automation; make sure the OSES-J address is reachable from the browser and that the extension is enabled.

A buyer replied but nothing happened

Check the AI mode. In Manual mode the AI only classifies. In Copilot mode the draft waits under Pending approval in the inbox. In Autopilot mode look at AI Assistant → Activity for the decision (confidence too low, escalation rule, outside working hours, daily limit reached).

"This workspace is suspended"

Contact CNEX AI support; the workspace was suspended by the platform team.

Wrong timezone on scheduled messages

Scheduling uses the buyer timezone resolved from their location. If the location is unknown, set it on the client profile or choose your timezone when scheduling.

Where is my deleted client?

Trash keeps items for 7 days. After that they are purged; the CID stays reserved.

Need help?

Email info@cnexai.com, WhatsApp +92 312 7233047, or use the contact page on the website.