Troubleshooting and Frequently Asked Questions

This page covers the problems customers report most often. Start here before raising a support ticket — the answer is usually one or two clicks away.

The agent is not answering at all

If the agent has stopped responding — on WhatsApp, Live Chat, or inside Odoo — the first thing to check is whether it can still reach the Wiz AI service.

Where to look: Open Configuration → Connection and Registration Status.

What to do: Press Test Connection. Test Connection confirms your database can reach Wiz Asia and is recognised. It does not test whether an agent can answer, and it does not check your balance — so a successful test on its own does not mean the agent is working.

Common causes and what to do about them:

•  Wallet empty. The agent cannot answer if there are no tokens left. Go to AI Agent Client → Usage & Billing to check. Top up, or contact Wiz Asia if you are on an invoiced plan.

•  Registration never completed. If the database was never successfully registered, agents cannot answer. Registration happens once and stays — there is no expiry. Contact Wiz Asia support to complete registration.

•  Network or firewall. Your Odoo server must be able to reach the Wiz AI service endpoint. If you run Odoo on-premise, check that your firewall or proxy is not blocking outbound HTTPS traffic to the service URL.

•  Agent not approved. An agent answers only when its Approval State is Live. An administrator puts it live with Approve & Go Live at the top of the agent form.

•  Agent not connected. Open the agent and click Retry Connection in the yellow banner on its Agent Instructions tab.

•  Live Chat only. The agent joins a chat only if its Conversation Starter is filled in, and, when the Live Chat rule says Enabled only if no operator, only while no operator is available.

A document was uploaded but the agent does not know it

You attached a file to the agent’s knowledge base, but when a customer asks about it, the agent behaves as if the file does not exist. This almost always means the file has not finished being processed — or processing failed.

Where to look: open the agent from the AI Agents list and go to its Documents tab. When a file has failed, Configuration → Maintenance → Ingestion Log gives the reason in its Error column.

The Ingest Status column shows where each file stands; the same status appears as Status under Agent Knowledge → Documents. If the file you uploaded is not in the list at all, read the first entry below.

•  Not listed at all. Only PDF files can be indexed into an agent’s knowledge base. Word, PowerPoint, Excel, and image files upload successfully and appear in the Odoo Documents app, but they are not indexed. You are told at the time of upload (the confirmation message lists what was skipped and why), but the file never appears on the agent's Documents tab or in the Ingestion Log afterwards — so if you come back later, there is nothing to find. Convert the file to PDF and add it again.

•  Validated. The file has been checked and accepted for processing. This status only appears on documents supplied by Wiz Asia (templates and default content), not on files you upload yourself.

•  Needs OCR. Processing finished but found no text in the file — typically a scanned PDF. Convert it to a text-based PDF and upload the new version.

•  Ingesting. The file is currently being processed — chunked, embedded, and indexed. Wait for it to complete.

•  Indexed. Processing is complete and the document is available for the agent to use. If the agent still does not reference this document, check that it is on the right agent's Documents tab with State Current.

•  Failed. Processing did not complete. The Error column of the Ingestion Log, and a note in the agent's chatter, say why: the file could not be converted (damaged, password-protected or a scan), no readable text was found, it could not be retrieved, or processing was busy. Replace a damaged or scanned file; otherwise add it again later.

•  Stale. Wiz Asia has since issued a newer version of this document, and the old one has been taken out of your agents. This status only appears on documents supplied by Wiz Asia, not on files you upload yourself. To give an agent the new version, click Sync Default Docs on its Documents tab.

The wallet has run out

When the tokens run out, or the balance falls to the Low Wallet Balance Block amount (Configuration → Plan & Pricing), both the AI Agent and the Odoo Helper stop working. Neither can answer questions until the balance is topped up.

Where to look: AI Agent Client → Usage & Billing. This is the only screen that shows the full balance covering both apps.

What you will see:

•  Current balance at or near zero.

•  On the Token Dashboard, tokens by channel — Discuss, WhatsApp and the Odoo Helper (Live Chat is counted in the totals only) — so you can see where the tokens went.

What to do: Top up your wallet through the billing screen, or contact Wiz Asia if you are on an invoiced plan. Once the balance is restored, both apps resume automatically — no restart or reconnection needed.

ℹ  To avoid unexpected downtime, check your usage weekly and set a reminder to top up before the balance runs low. How billing works explains billing in detail.

Other Common Questions

Can I use the AI Agent and the Odoo Helper at the same time?

Yes. They are independent apps that happen to share a wallet. Running both at once is normal — just keep an eye on your token usage, since both draw from the same pool.

The agent gave a wrong answer. How do I correct it?

The agent’s answers come from the documents and Odoo records the agent can read. If it said something incorrect, the most likely fix is to update or replace the source document, then re-upload it. The agent does not have opinions of its own — it reflects what you give it.

I changed a document, but the agent is still giving the old answer.

Editing a file on your computer, or replacing it in the Documents app, does not update the copy the agent holds. Take the old version out (the bin icon on the agent's Documents tab, or Remove from agents under Agent Knowledge → Documents) and add the new one with Add Documents. Before testing, check that its Ingest Status on the agent's Documents tab says Indexed.

Can the agent access records in my Odoo database — invoices, stock levels, customer details?

Yes, if you have granted it permission. Each agent has an Agent Access Rights tab on its form that controls which Odoo record types it may read, write, create, or delete on anyone's behalf. This is your own setting — you can view and change it at any time. Open the agent from the AI Agents list, go to the Agent Access Rights tab, and review what is ticked. If a record type is not listed there, the agent can see it only when the signed-in member of staff it is serving could see it themselves. For website visitors, it cannot see it at all.

What if the agent does not have information on a topic?

The agent is instructed to answer from the documents you have given it. If the relevant information is not in those documents, it should tell the user that it cannot help with that topic. However, like any AI system, it is not infallible — always ensure your knowledge base is accurate and up to date, and review the Messages screen periodically to catch any issues.