Troubleshooting.

Connection and key errors

The Test connection button in Settings reports exactly what is wrong. The messages, verbatim, and the fixes:

Message	Fix
”The backend URL is not valid. Use a full http:// or https:// address.”	The Backend URL needs a full scheme and host.
”The API key is missing or invalid.”	Set or replace the tenant key. Only an Odoo Administrator can edit it. Test connection validates the stored key server-side, so a coach Manager without administrator rights gets a real verdict, not a false version of this error.
”This Nanti.ai tenant is suspended.”	Contact us.
”This Nanti.ai tenant has reached its monthly enrichment limit.”	The panel keeps working in deterministic mode; the pool resets monthly.
”This Nanti.ai tenant is over its licensed seat count.”	Seats are counted as distinct active users in the month. Reduce active users or add seats; over-seat salespeople keep deterministic coaching and see a note to ask their manager for a seat.
”The backend is rate limiting this tenant. Try again shortly.”	Wait a moment and retry.
”The backend is unreachable from Odoo right now.”	Check network egress and DNS from your Odoo server to the backend, then confirm with Test connection. The module retries once on server errors before degrading.

The coach is quiet

• “No coaching plays right now.” with plenty of history is normal, not a fault. The engine stays silent unless it has a well-evidenced play: never wrong, sometimes silent.
• “New customer - no history yet.” Most per-customer plays need at least three confirmed orders in the lookback window (both numbers are configurable). Until then the customer gets company-wide coaching only: directives and strategic products.
• No panel at all: the user is missing the Sales Coach / User security group. Grant it.

A suggestion looks wrong

Dismiss it with the “wrong data” reason. That flags the card for a manager, who sees it in the Performance dashboard’s review queue. The usual root causes:

• A product link needs correcting (a wrong premium or alternative pairing).
• A threshold is mistuned for your business: the missing-regular factor, quantity-drop threshold, low-basket threshold, or the minimum orders for a pattern.
• The wording was rephrased by the AI but the number is stale: numbers always come from your data, so a wrong number means stale stats or cache. Press Fresh look (1) to force a fresh AI pass.

Permission problems

• Only Administrators can see or edit the API key.
• Only coach Managers (or Odoo Sales Administrators, who imply Manager) can open Settings, Directives, product flags, and the Performance dashboard. Anyone else gets “Only Sales Coach managers can open the dashboard.”
• Users without the coach User group get “You do not have access to Nanti Sales Coach.”

Offline mode

The footer badge “offline coaching” means the panel is degraded for one of the reasons above, or AI is turned off. Locally computed cards keep working with built-in wording, and stock Odoo is unaffected. Fix the connection, then confirm with Test connection; the badge returns to “Coached by Nanti AI” on the next coaching pass.

Coach Chat degrades the same way: the Ask tab says “Chat needs a connection. Cards still work.” while the service is unreachable, and “Coach Chat is turned off.” when the setting is off. Cards are never blocked by chat.

A discount was rejected on accept

“This coach action asks for X%, but the directive only authorizes Y%.” The accept tried to exceed the directive’s discount authority, which the server enforces as a hard ceiling. Use the authorized percentage, or have a manager raise the directive’s authority.

Still stuck

Write to hello@nanti.ai with the exact message you see. We answer plainly.