If Wekks is doing something it shouldn't
Pause it first, then write to us. Pausing is instant and loses nothing.
Setup
Gorgias says “Authorize unapproved app”
That’s expected for now, and it’s fine to continue. Gorgias hasn’t finished listing Wekks.
Setup says the API key was rejected
Check you’ve copied both values from Settings → REST API in Gorgias: the username is the email, and the password is the API key. If it still fails, connect with the Connect Gorgias button instead.
It says to ask the store’s owner
Only the Shopify account owner can connect Wekks. Ask them to open it from Shopify. See Who can do what.
Tickets
Wekks isn’t picking up tickets
Go through these in order:
- Is it paused? Home says “Wekks is taking a break”. Select Resume Wekks.
- Has it stopped? A banner on Home says so if your free days have ended or your plan has lapsed.
- Is the ticket with a person? Wekks stays out of tickets assigned to someone, or that a teammate has replied to.
- Is it an automatic email? Out-of-office replies, bounces and no-reply senders are ignored. Test from a real address.
- Is the play set to Off? Check its mode on Plays.
- Is Gorgias sending tickets? Look for the Wekks entry in Gorgias under Settings → Integrations → HTTP. If there’s none, the first step of Home’s setup guide lists the values to add. Connect again in Settings may also help.
Wekks reads tickets but doesn’t reply
Check the play’s mode. In Watch it sends nothing, and in Draft it waits for approval. Without a plan or credits, a play in Draft or Auto still only watches.
A reply in Auto became a draft
The reply failed its review, or part of the ticket needs a person. The ticket says why under Actions in your store.
A ticket that needs an order change stays in Watch
Wekks can’t change orders yet. See Letting Wekks change orders.
A ticket says Failed
Open it and select Run again. If it fails again, send us the ticket’s subject.
My team isn’t seeing handoffs
Wekks reopens the ticket and tags it ai-handoff, but doesn’t assign anyone. Make a view or rule for the tag in Gorgias. If tickets aren’t being tagged, select Connect again in Settings.
Wekks stopped for the rest of the day
There’s a daily limit on how much AI work one store can use, set well above a normal day, to stop anything running away. At the limit, new tickets go to your team until the next day (UTC). If you hit this, tell us.
There are fewer tickets in Watch than I expected
That’s normal once a topic has 20 graded tickets. Here’s why.
Drafts
I can’t select Approve
You’ve unticked an action but not changed the reply. Edit it so it matches, then approve. If the message mentions your budget, see below.
A draft I was reading disappeared
A teammate replied, or the customer wrote again. Here’s what happens.
Plays and settings
I can’t change a play, a mode or the budget
Only the Shopify account owner can. See Who can do what.
A play says “Your policy changed”
A step quotes words your policy no longer says. Open the play, compare the old and new text, and update the step.
Billing
Wekks stopped drafting and replying
Your monthly budget is probably used up, or your trial’s free tickets are. A banner on Home says which. What to do.
My code isn’t working
A code works once, may expire, and each store can only use one. After ten wrong tries the field locks for an hour. Still stuck? Write to us.
I uninstalled by accident
Reinstall from Shopify as soon as you can: your plays and history are still there, though you may need to choose a plan again. Your store’s data is deleted when Shopify sends its deletion request, 48 hours after uninstalling.