Troubleshooting

This guide covers the most common issues you may encounter when using Sprigr Teams and how to resolve them.

Agent not responding

If an agent stops responding to messages or takes unusually long:

• Check agent status — Go to the Agents page and verify the agent shows an “active” badge. If it shows “suspended”, check your usage limits.
• Check the kill switch — If Emergency Stop is activated in Settings, all agents are paused. An owner must deactivate it to resume.
• Try a new conversation — Long conversations can occasionally stall. Start a fresh chat from the Chat page.
• Review recent changes — If you recently edited the agent’s persona or directives, an error in the instructions may cause issues. Try reverting to a known-good version.

Tip

If the agent is active but responses seem slow, check the performance tier. Agents set to “Advanced” take longer to respond but handle complex tasks better. For quick answers, “Fast” or “Balanced” may be more appropriate.

Integration connection failed

If an integration won’t connect or stops working:

• Re-authorize — OAuth tokens expire. Go to Integrations, find the affected integration, and click Reconnect to re-authorize.
• Check credentials — For integrations using API keys (like GitHub), verify the key hasn’t been revoked or expired in the external service.
• Verify permissions — Some integrations require specific permissions or scopes. Check the integration’s documentation page for requirements.
• Check the external service — The issue may be on the provider’s side. Check their status page for outages.

Webhook not triggering

If inbound webhooks aren’t firing:

• Verify the URL — Copy the webhook URL from the Webhooks page and test it with a tool like curl or Postman.
• Check authentication — If you configured HMAC or bearer token auth, make sure the sending system includes the correct headers.
• Review trigger history — Each webhook shows a trigger log. Check for failed attempts and their error messages.
• Check the destination — If the webhook routes to an agent, make sure that agent is active. If it routes to a workflow, make sure the workflow is enabled.

Usage limits reached

Sprigr Teams uses a credit-based system with usage thresholds:

• 80% usage — A warning banner appears. Agents continue working normally. Consider upgrading your plan.
• 95% usage — A stronger warning. Agents may start using faster (lower-cost) models to conserve credits.
• 100% usage — Agents stop responding until your next billing cycle resets or you upgrade to a higher plan.

To check your current usage, go to Usage & Billing. You can see per-agent breakdowns to identify which agents consume the most credits.

Caution

Usage resets at the start of each billing cycle. If you’re consistently hitting limits, upgrading your plan is more cost-effective than running out of credits each month.

Kill switch activated

The Emergency Stop (kill switch) immediately halts all agent processing across your entire organisation. This is a safety feature for situations where agents are behaving unexpectedly.

Only owners can activate or deactivate the kill switch from Settings.

When activated:

• All agents stop responding to messages
• Running workflows pause
• Scheduled tasks are suspended
• The kill switch status appears in the sidebar

To resume normal operations, an owner must go to Settings and deactivate Emergency Stop.

Workflow stuck or not advancing

If a workflow execution is stuck on a step:

• Check the step gate type — If the step has a review or approval gate, someone needs to manually approve it before it advances. Check the workflow execution page for pending approvals.
• Check the assigned agent — If the agent assigned to the step is suspended or not responding, the step will wait indefinitely. Verify the agent is active.
• Force-advance — Owners and admins can force-advance a stuck step from the workflow execution detail page. Use this as a last resort.
• Check the activity log — Open the activity panel to see what the agent attempted and whether any tool calls failed.

Agent giving incorrect or unexpected answers

If an agent’s responses don’t match what you expect:

• Review the persona — Check the agent’s persona and directives in settings. Unclear or conflicting instructions lead to inconsistent responses.
• Check knowledge base content — The agent may be pulling outdated information from your knowledge bases. Review and update entries as needed.
• Check the performance tier — The “Fast” tier trades accuracy for speed. For complex reasoning or detailed work, switch to “Balanced” or “Advanced”.
• Start a new conversation — If the agent seems confused by previous context, a fresh conversation resets the slate.

Tip

You can use the activity log to see exactly which knowledge base entries and tools the agent used to generate its response. This helps you identify whether the issue is with the prompt, the data, or the agent’s interpretation.

Channel not receiving messages

If messages sent to an agent via Slack, Telegram, WhatsApp, or WebChat aren’t getting through:

• Check channel configuration — Go to the agent’s channel settings and verify the channel is enabled.
• Check the bot token — For Telegram and Slack, verify the bot token hasn’t expired or been revoked.
• Check WhatsApp verification — WhatsApp requires phone number verification. Check your profile settings to confirm verification is complete.
• Test with WebChat first — If other channels aren’t working, try the built-in web chat to confirm the agent itself is responding. This helps isolate whether the issue is with the channel or the agent.

Getting help

If you can’t resolve an issue using this guide:

• Check the docs — Browse the sidebar for guides on specific features. The use case guides may have tips specific to your industry.
• Contact support — Reach out at chris@sprigr.com with a description of the issue, what you expected to happen, and what actually happened.