Troubleshoot a job from request to result
Find the first point where the expected result differs from what Zinley actually shows. This is faster than changing several settings or repeating the whole job.
Open it
On desktop or mobile, keep the affected Chat or Action Center card open. Use Home → History to verify outcomes and Settings → Help when you need support.
1. Identify the surface
Record whether you started in desktop Chat, mobile Chat, Action Center, a call, email, a connected chat app, or a scheduled task. Confirm the signed-in account and the device that should do any local work.
Keep the original conversation or card. It contains the scope, approvals, and progress that a new conversation may not have.
2. Check the request and permission
Was the outcome explicit? Was the file attached? Did you identify the correct person, date, timezone, and device? If an approval is waiting, review it in Action Center → For you or the conversation.
Do not widen authority just to remove an error. Read Authority and approvals and grant only what this job needs.
3. Check the capability it needs
| Dependency | Where to look |
|---|---|
| Gmail, Calendar, or another service | Settings → Apps & accounts; verify connected identity and permissions. |
| Messaging bot | Settings → Chat apps; verify status and owner/guest access. |
| A computer | Settings → Devices; keep the approved desktop app online; choose Work here, or check Work on in mobile Chat. |
| A private phone line | Your agent's Settings page → Manage number; verify line status and primary line. |
| Health readings | Health setup; inspect source, person, permission, and last sync. |
| News edition | News setup; check preferences, schedule, and edition status. |
| Credits or a locked feature | Account → Plan & billing; check live balance and plan. |
4. Separate four outcomes
| State | What it proves |
|---|---|
| Draft or proposed | The plan exists; it has not necessarily run. |
| Queued or working | Processing started or is waiting; the external result is not confirmed. |
| Partial or failed | Read the successful steps and the remaining failure separately. |
| Completed with evidence | Open the returned file, sent-message record, booking, or receipt and verify it. |
A blank view with an error is not an empty account. A source timestamp matters: cached information can be useful but may not reflect a change made moments ago.
5. Retry without creating duplicates
Use the existing item's retry when offered. For an external action, check History or the provider first to see whether it already happened. Do not send the same payment, email, or booking request repeatedly while the result is uncertain.
If the plan needs changing, state the correction in the same matter. If you need work to stop, use its stop or pause control and verify the state; pausing check-ins does not cancel all schedules or running tasks.
6. Send the evidence support needs
Include the expected outcome, actual status, shortest steps, app and OS version, timestamp and timezone, and visible reference. Explain what you already checked. Add a redacted image when useful, then contact support.
Never include a password, verification code, bot token, API key, full card number, or unrelated private records. Keep account-specific issues out of public community discussions.