> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & Troubleshooting

> Quick answers to the most common questions about the EatNow AI agent — and what to check when it isn't behaving the way you expect.

## Common questions

<AccordionGroup>
  <Accordion title="Will the agent reply to my customers without me knowing?">
    Not while **shadow mode** is on — every reply is a draft you approve first. When you turn shadow mode off, the agent sends directly, but you can take over any conversation at any time and see everything it sends in your inbox. See [Shadow mode](/ai-agent/configuration#shadow-mode).
  </Accordion>

  <Accordion title="What languages does it speak?">
    The agent replies in the customer's own language — including Darija written in Latin letters — and follows along if they switch mid-conversation. You can also set [custom language rules](/ai-agent/configuration#reply-language).
  </Accordion>

  <Accordion title="Can it take payments or deposits?">
    It never handles card details itself. When a booking requires a deposit, the agent sends your secure EatNow payment link, just like the rest of the platform.
  </Accordion>

  <Accordion title="What happens with allergies or complaints?">
    The agent doesn't improvise on anything sensitive. It sends a brief, careful reply and hands the conversation straight to your team — this protection is built in and can't be switched off. See [Safety rules](/ai-agent/safety-and-controls#platform-safety-rules-locked).
  </Accordion>

  <Accordion title="Does it talk over my team?">
    No. As soon as anyone on your team replies in a conversation, the agent goes quiet there for a while (the **silence window**, 30 minutes by default). See [Trigger](/ai-agent/configuration#trigger).
  </Accordion>

  <Accordion title="What if it runs out of credits?">
    It stops replying on its own and hands every conversation to your team, so customers are never left waiting. Top up to switch it back on. See [Credits](/ai-agent/safety-and-controls#credits).
  </Accordion>

  <Accordion title="Can I keep my existing WhatsApp number?">
    Yes. Follow the [Connect WhatsApp Business](/whatsapp/onboarding) guide and choose the **Coexistence** option to keep the number you already use.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="The agent isn't replying at all">
    Check, in order:

    1. **Agent enabled** is on (**Settings → AI Agent → Activation**).
    2. You're inside any **schedule** you've set — outside those slots, it stays quiet.
    3. **Shadow mode** isn't hiding sent messages: in shadow mode replies are *drafts* in your inbox, not sent automatically.
    4. Your **credit balance** isn't at zero.
    5. The contact isn't on your [block list](/ai-agent/safety-and-controls#block-list).
    6. Your team hasn't just replied — the agent waits out the **silence window** first.
  </Accordion>

  <Accordion title="It gave a wrong or outdated answer">
    The answer almost always comes from your [knowledge base](/ai-agent/knowledge-base). Search for the relevant entry and correct or deactivate it. For prices, hours, and seasonal policies, double-check nothing is out of date. Use the [test panel](/ai-agent/reviewing-conversations#test-the-agent) to confirm the fix.
  </Accordion>

  <Accordion title="It replied in the wrong language">
    If you're on **Match the customer**, the agent mirrors the customer's most recent message. If you need a specific policy, switch to [Custom rules](/ai-agent/configuration#reply-language) and spell it out.
  </Accordion>

  <Accordion title="It says there's no availability when there is">
    Availability comes live from EatNow — check the date's shifts, room/table setup, and any block hours. If a room must be chosen, make sure your rooms are set up so the agent can offer them.
  </Accordion>

  <Accordion title="It won't take a booking I expected it to">
    Make sure the matching action is enabled under [What the agent can do](/ai-agent/configuration#what-the-agent-can-do) — for example, **Create a reservation** or **Modify a reservation**. Disabled actions are invisible to the agent.
  </Accordion>

  <Accordion title="It's escalating too often">
    Review your [EatNow defaults and custom rules](/ai-agent/safety-and-controls#safety-rules). A broad keyword rule can catch more than you intended — narrow the keywords or change the action. Platform safety rules can't be changed (and shouldn't be).
  </Accordion>
</AccordionGroup>

## Still stuck?

<Card title="Contact us" icon="whatsapp" href="https://wa.me/33651435435">
  Message the EatNow team on WhatsApp and we'll help you get your agent dialled in.
</Card>