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If something in Agentsy does not work as expected, a clear bug report helps the support team understand the problem and investigate it more efficiently. This guide explains what to check first, what information to include, and how to report an issue without exposing private account or visitor information.

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Before reporting an issue

Try these quick checks to determine whether the issue is temporary or specific to your setup:
  1. Reload the page and try the action again.
  2. Check your connection and whether other websites are working normally.
  3. Try a private browsing window to rule out browser extensions or cached sessions.
  4. Check the relevant configuration, such as assistant instructions, knowledge files, access settings, or custom-domain DNS.
  5. Record whether the problem happens consistently or only occasionally.
If the problem involves an unexpected charge, account access, or potentially exposed information, prioritize contacting support rather than repeatedly reproducing the issue.

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Identify the type of problem

The area affected helps determine which details to collect. For topic-specific troubleshooting, see Assistant Response Issues, Knowledge Retrieval Problems, Domain and SSL Issues, or Billing Problems.

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Gather the information needed for a bug report

A good report answers five questions: What happened? Where? When? How can it be reproduced? What should have happened instead?

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1. Describe the issue clearly

Use a short, specific summary. For example:
  • “Guest chat redirects visitors to the sign-in page after clicking the logo”
  • “Assistant response stops streaming after the first paragraph”
  • “Custom domain displays a certificate warning on mobile”
Avoid vague descriptions such as “the platform is broken” when more specific details are available.

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2. Include steps to reproduce

List the actions in the order they occurred. For example:
  1. Open the public AI Experience at its published URL.
  2. Select the option to try the assistant as a guest.
  3. Start a conversation.
  4. Click the website logo to return to the main page.
  5. Observe the resulting URL and message.
If you can reproduce the issue, try to identify the smallest sequence of actions that triggers it. This is often more useful than a long description of everything you did beforehand.

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3. Explain expected and actual behavior

Be explicit about the difference: Include the exact error message when possible, but remove any private or sensitive details.

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4. Record the environment

Include what you know:
  • Page URL: The affected public or administrative page.
  • Device: Desktop, tablet, or phone.
  • Operating system: For example, macOS, Windows, iOS, or Android.
  • Browser: For example, Chrome, Safari, Firefox, or Edge; include its version if available.
  • Approximate date and time: Include your time zone.
  • Frequency: Every attempt, sometimes, or once.
  • Scope: Only your account, only one AI Experience, or multiple users, if known.
Do not spend time collecting technical details you cannot easily access. A clear description and reproducible steps are a strong starting point.

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5. Attach supporting evidence

Screenshots or short screen recordings can make a visual or intermittent problem easier to diagnose. Where appropriate, include:
  • A screenshot of the error message.
  • A short recording showing the steps leading to the issue.
  • The affected URL.
  • Relevant timestamps or non-sensitive error text.
Before sharing screenshots, recordings, or logs, remove passwords, API keys, authentication tokens, payment card details, private conversation content, and personal information belonging to visitors or clients. Do not send sensitive information simply to make a bug easier to reproduce.

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Use this bug report template

Copy and complete the fields that apply to your issue:
A report does not need every field completed. Send the information you can verify rather than guessing at missing details.

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Report the issue to Agentsy

Use the support contact method available in your Agentsy account or the Contact Support guide. Include your completed report and any safe supporting evidence. If the issue prevents you from accessing your account, describe the sign-in problem and provide a reachable contact email. Do not share your password.

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How to describe urgency

Explain the impact rather than assigning an unsupported severity label:
Submitting a report does not guarantee a particular response time or resolution date. Available support arrangements may depend on your account or agreement.

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What happens after reporting?

Support may request additional context, a fresh screenshot, or a repeat test to isolate the cause. If the issue changes or resolves, reply to the existing support conversation with the new information so the investigation stays together. Avoid making multiple configuration changes at once while testing a suspected bug. When possible, change one variable at a time and record the result.

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Bug report checklist

  • I can explain what happened in one or two sentences.
  • I included the affected URL or feature.
  • I documented steps to reproduce the issue, if possible.
  • I described expected and actual behavior.
  • I recorded the approximate time and browser or device.
  • I listed troubleshooting steps already attempted.
  • I removed sensitive information from attachments.
  • I explained whether the issue blocks visitors or business activity.