Channel health monitoring
Where to find it
Open the Channels. The Channel health panel appears once at least one channel is live.
Click the panel to open it. Each connected channel gets a row, and outbound webhooks get one too. Click Refresh to check again. Click a row to see its recent problems.
Health is worked out fresh each time you open or refresh the panel, from your conversations, calls and webhook deliveries in the last 24 hours. Nothing is stored as a separate health history.
Statuses
Every row shows one of six statuses:
- Healthy. The channel had activity in the last 24 hours and stayed within the limits below.
- Degraded. Something is slower or failing more often than it should.
- Down. Most activity is failing, or replies are very slow.
- Idle. The channel is connected but had no activity in the last 24 hours. Idle is not an error.
- Disabled. The channel is connected but switched off.
- Not connected. Can appear on the outbound webhooks row when you have no webhook endpoint set up. It does not mean anything is broken.
How the status is decided
Each kind of channel is judged on what AskVault can measure for it.
Chat channels (website widget, WhatsApp, SMS, Telegram, Slack, Discord, Facebook Messenger, Instagram, the Email Assistant, Hosted Inbox and others) are judged on the replies AskVault sent in the last 24 hours:
- Degraded when the average reply takes 8 seconds or more, or when 30% or more of replies could not be answered from your content.
- Down when the average reply takes 30 seconds or more, or when 60% or more of replies could not be answered from your content.
Voice is judged on the share of calls that ended as failed, busy, no answer or canceled. It is Degraded at 10% or more and Down at 50% or more.
Outbound webhooks are judged on the share of deliveries that succeeded. They are Degraded below 90% and Down below 50%.
A connected channel that AskVault has no activity measure for is shown as Healthy while it is switched on. If the health check itself fails for a channel, that row shows Degraded with the note "Health check failed".
What each row shows
- Last activity. When the channel last carried a message, call or delivery.
- Counts for the last 24 hours. Replies delivered for chat channels. Successful and failed calls or deliveries for voice and webhooks.
- Average reply time for chat channels.
- A short note explaining a Degraded or Down status, for example "4/10 recent calls failed (40%)."
Recent problems
Open a row to see its recent problems.
It lists up to the 10 most recent from the last 24 hours:
- Chat channels. Replies that could not be answered from your content, with the start of each reply.
- Voice. Failed calls, with the call status and any error message.
- Outbound webhooks. Failed deliveries, with the HTTP response code and the start of the response.
The panel does not break chat channel problems down by provider error, such as a Twilio error code, a Slack rate limit or an expired login.
What "down" means, and what it doesn't
These changes are rolling out and are not yet on for every account.
- Delivery and content are reported separately. A chat channel's status then reflects reply speed only. When your agent answers "I don't know" because the answer isn't in your content, the reply was still delivered, so it shows as a content gap ("2 of 3 questions not answered from your content") instead of turning the channel red. Fix a content gap by adding the missing information to your knowledge base.
- Your website widget, shared chat page, API and Intercom are included. These don't need a separate connection step, so they used to be missing from the health list. Each one you have set up gets its own row. If a live channel has no health row, the panel says so by name.
- Channel cards follow health. A connected channel that health reports as Down or Degraded shows "Not responding" or "Needs attention" on its card instead of a green "Connected".
- Verify checks the right provider. For a WhatsApp number set up through AskVault's Twilio numbers or the Twilio test sandbox, Verify checks that number with Twilio instead of asking you to reconnect a Meta account you never used.
Verify a connection
Slack, Telegram, Discord and WhatsApp rows have a Verify button. It asks the provider whether the saved connection still works, and tells you if you need to reconnect.
What channel health does not do
- No alerts. Nothing emails you, posts to Slack or calls a webhook when a channel degrades. Open the panel to check.
- No API or export. Channel health is not available through the v1 API or any export.
- No uptime history. There are no uptime percentages, throughput charts or 7-day and 30-day trends. The panel covers the last 24 hours.
- No provider status. The panel does not read Twilio, Meta or Slack status pages.
- No automatic fixes. Health only reports. Fixing a problem is up to you.
Common pitfalls
Channel shows Healthy but feels broken. For chat channels, health measures the replies AskVault produced. It does not see whether the provider delivered them. Check the provider's own status page.
Channel shows Idle. Idle only means no activity in the last 24 hours. Send a test message to confirm it works.
Channel shows Down but replies are going out. Until the content-gap change reaches your account, a high share of "I don't know" replies counts against the status. Add the missing answers in the Knowledge. For platform incidents, contact [email protected].
FAQ
Does this reflect what my customers see?
Partly. It measures AskVault's replies and how fast they were. It does not see delivery by the provider to the customer's device.
Do I get alerts when a channel goes down?
Not today. Open the Channel health panel on the Channels page to check.
Can I read or export health data?
No. There is no channel health API and no export.