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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.

”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.

The bot goes quiet for a bit, then comes back on its own

The bot expects to see some message activity in the group every 10 minutes or so. If it sees none, it silently restarts its own connection to Signal as a routine health check — this is completely normal (an ordinary quiet evening or slow period is enough to trigger it) and it doesn’t post anything about it to the group.
No action needed. If replies genuinely stop coming through for longer than that, flag it to an admin to check fly logs -a skupply — the logs record every restart even though the group chat doesn’t.

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.

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.

Deleting a message the bot sent

If the bot posts something you don’t want the team to see (an error message, a mistaken reply), just say:
or “delete last message” / “undo that”. The bot removes its own most recent message for everyone — no confirmation message is sent back, it just disappears. It can only delete its own messages, never something a person typed. If there’s nothing to delete, it’ll tell you: “I haven’t sent anything in this chat yet to delete.”

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.