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The bot didn’t reply at all

This is usually correct behavior, not a bug. The bot only acts on messages that clearly and literally contain a transaction. If your message was ambiguous, informal in a way it couldn’t parse, or read as a question/discussion rather than a transaction, it stays silent on purpose rather than guessing. Try resending in one of the exact formats from Placing an Order, Recording a Payment, etc.

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”Sorry, I couldn’t process that right now.”

This reply comes from @Skupply conversational questions (the open-ended Q&A mode), not from the order/payment/balance commands. It means the AI backend had a temporary hiccup. Wait a moment and try again; if it keeps happening, flag it to an admin — it may need attention on the backend.

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”🔄 No messages in ~20 min, so I restarted my connection…”

This is the bot’s own self-monitoring, not a Fly.io or hosting outage. It works like this in the background:
  • The bot expects to see some message activity in the group every 10 minutes or so. If it sees none, it restarts its own connection to Signal as a routine health check — this happens silently and is completely normal.
  • If that happens twice in a row with zero messages received in between (roughly 20 minutes of total group silence), it posts this message so the group knows a restart happened.
  • As soon as a real message gets through afterward, it follows up with ”✅ @Skupply is back and receiving messages again” — usually within seconds.
This message is informational, not an alarm — the group being quiet for 20 minutes (evenings, slow periods) is enough to trigger it on its own, and it typically self-recovers on the very next message sent. No action needed unless replies actually stop coming through.
If replies genuinely stop coming through — especially if this message keeps repeating without a “back” follow-up — flag it to an admin to check fly logs -a skupply.

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The bot didn’t recognize a customer or product

It won’t guess or silently create one. For a new customer, resend explicitly:
For an unrecognized product, it means the SKU/name doesn’t match anything in the catalog — check the spelling, or ask an admin to add it in the dashboard.

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I’m not sure an order/payment actually went through

Every real transaction gets a confirmation message in the group — an order gets ✅ Order confirmed with an invoice attached, a payment gets 💰 Payment recorded. No confirmation means it wasn’t recorded. Don’t resend blindly if you’re unsure — check the dashboard first to avoid a duplicate.

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Who to contact

If something looks wrong with an amount, a balance, or stock levels after using the bot, flag it to an admin so it can be checked against the dashboard — the dashboard is always the source of truth.