Troubleshooting overview
Where to start when something in Ochre is not behaving. A short map of the most common problems and the right article for each.
When something in Ochre stops working the way you expect, the fix is usually in one of three places: an integration that quietly disconnected, a setting that was toggled off, or a domain record that needs a small correction. This overview points you at the right article for each symptom so you do not have to guess.
Start with the symptom
Pick the line that matches what you are seeing.
- Customers send replies but nothing shows up in the inbox. Read not getting replies.
- The AI agent has gone quiet. No drafts, no auto-sends, no labels. Read AI not drafting.
- Slack stopped getting new conversation pings. Read Slack not routing.
- Customer 360 shows no Stripe data. Read Stripe not showing.
- The chat widget is missing on your site. Read widget not loading.
- A migration import has been running for hours. Read migration stuck.
- Linear keeps disconnecting. Read Linear disconnects.
If none of those match, jump to contacting support.
A quick mental model
Almost every issue lives in one of four buckets.
1. Integrations
Anything involving Stripe, HubSpot, Linear, GitHub, or Slack. The first stop is Settings → Integrations. Look for a yellow or red banner on the relevant card. A reconnect usually fixes it. See the integrations overview for connect and disconnect basics.
2. Channels
Email delivery, the chat widget, the Slack channel, and any custom domains. Most channel issues are configuration drift. Domain records change, master toggles get flipped, widget snippets are out of date.
- Inbound mail: check Settings → Domains for DKIM, SPF and MX status, and look at the Inbound Email Events panel for the most recent receive attempts.
- Outbound mail: check that the custom domain shows verified.
- Widget: check the embed snippet and your site's content security policy.
- Slack: check the master toggle in Settings → Channels.
3. AI
Drafting, autopilot, labeling, and spend behaviour. The AI section has its own settings:
- Keys and BYOK: see BYOK keys.
- Mode and aggression: see drafting modes and autopilot.
- Bypass labels: see guardrails.
- Hard caps: see spend caps.
4. Permissions
If a teammate cannot see something or cannot perform an action, the cause is almost always their role. See roles explained and roles and permissions.
Five-minute first pass
Before opening a support ticket, run this five-minute pass. It catches roughly four out of five reported issues.
- Settings → Integrations. Anything yellow or red? Click the card and reconnect.
- Settings → Channels. Is the master toggle for the relevant channel still on?
- Settings → Domains. Are DKIM, SPF and MX all green for your sending domain?
- AI settings. Is the mode set to what you expect, and are spend caps not exhausted?
- Refresh the browser tab. A stale session can mask a fix that already landed.
When to escalate
If you have run the checklist for the matching article and the symptom is still there, contact support. Include:
- Your workspace slug.
- A conversation ID, customer email, or screenshot.
- The exact time the issue started, in your local time zone.
- What you have already tried.
The fastest path is documented in the support contact article.
Related reading
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