The AI is not doing anything at all:
Check three things in order. Is a key beginning sk-ant saved in Settings, AI? Has this month's spend reached your cap, which stops every call until you raise it? And are the automation toggles on? With no key saved, triage, drafting and auto-resolve are all skipped silently.
Auto-resolve keeps refusing to answer:
That is usually correct behaviour. It only acts on license, howto, install and sales tickets, only above your confidence threshold, and only when it has evidence: a matching sales row, a license server key, or a knowledge base hit. Read the private note it leaves, which records the reason. Lowering the confidence threshold makes it act more often but on weaker classifications.
Emails are not arriving:
All outbound mail goes through wp_mail, so if WordPress cannot send, neither can the desk. Test with any transactional mail plugin first. For inbound, the Email tab warns you when the PHP IMAP extension is missing, and polling does nothing until your host installs it.
A replied email created a new ticket instead of threading:
The poller threads on the ticket number in square brackets in the subject line, such as [1042]. If your mail client or a forwarding rule strips it, the reply arrives as a new ticket. A number in brackets is only matched when the sender is the customer on that ticket or one of their linked addresses.
A marketplace says my notification URL failed:
A 403 response means a signature check failed: a WarriorPlus security key that is not in your list, a JVZoo cverify mismatch, or a ClickBank INS secret that does not match. Clear the field to accept unverified notifications while you test, then put the secret back.
Knowledge base search returns the wrong article:
Search is keyword based, so rewrite the article using the words customers use, then re-save it, which rebuilds its index entries immediately. The Reindex KB button on the Import screen rebuilds the whole search index and tells you how many articles it covered.
The search box on my public knowledge base page shows no answer:
The box searches your whole index, with or without an API key. If it lists articles but writes no answer, check that Let visitors get AI answers on my knowledge base page is ticked on the Knowledge Base screen, that a Claude key is saved, and that a visitor cap has not been reached. A visitor who reaches a cap still gets the matching articles.
I did not get an alert email:
Open Settings, Email and look at Who gets told, and when. Each kind of alert has its own switch, the two busy ones can be collected into an hourly or daily summary, and the screen says who would be emailed right now. Send A Test Email on the same tab tells you exactly what the mail server answered.
Do I need the other ResultsAiX plugins?
No. The desk runs fully on its own. WP Conversion Tracker, Audience Vault, the Mailer and the rest only add more customer history to Customer 360 when you have them, on this site or on another site connected with a key.
Email history says it could not sign in:
Gmail and Google Workspace reject your normal password over IMAP. Create an app password in your Google account and save that in Settings, Email. If the card says the IMAP extension is missing, that is a server setting: ask your host to enable php-imap.
A connected site shows Failing in Diagnostics:
Open the Integrations tab and click Test Connection on that site. It answers one line per system with the exact reason. A rejected key means the key was revoked or pasted into the wrong field, and a missing endpoint means the plugin on that site needs updating. While a site is failing the desk skips it for two minutes at a time, so your tickets stay fast.
I cannot save the AI settings:
How sure must it be to act by itself? takes a whole percentage from 0 to 100, such as 90. A browser that refuses the page usually names that box; type a whole number and save again.
A new Claude model is not in the list:
Press Check for new models now under Which models on Settings, AI. The list is read from Anthropic with your key, so a model your key cannot use will not appear. If the line under the lists says Anthropic could not be reached, the desk is showing its own built-in list; try again in a minute.
The AI log says Claude declined, or names a different model:
Claude declined means Claude would not answer that request. Nothing was sent, the ticket is waiting for you, and the log gives Claude's reason. A different model in the log means the model you picked has been retired, and the desk used a current one so replies kept flowing; pick a new model under Which models.
My chat does not show on a page:
Open AiX Support, Chats. The chat's card must say Live, and the page must be ticked or listed in step 1 of its wizard and not under Never on these pages. On another site, the one line from On any other site must be on that page, or the site must report to ResultsAiX Pulse. If the card says No product catalog yet, add your catalog address on the Chat history screen.
A notification never appears:
It needs pages under Show on these pages; with that box empty it shows nowhere, so use * for every page. Check its From and Until dates, and that the person fits Who sees it. Each person sees a notification until they close it or press its button, so open the page in a private window to see it again.
My own tests show up in Chat history:
They are kept but left out of every number, under Your own tries. A chat is counted as yours when it uses an administrator's email, including a + address, or when ResultsAiX Pulse knows the browser is yours.