Troubleshooting

Troubleshooting

The Chatbot isn’t answering my questions! The Chatbot is answering totally differently than I expected! What can I do?

  1. Matching: did you enter the exact keyword that is in your set ‘user query’? Make sure that there are no typos creating issues.
  2. Check the order of the dialogues in the themes. If something is marked in yellow, it means that there is probably a problem in the order. Remember that the Chatbot search the dialogues for keywords from top to bottom, so your dialogue order needs to reflect that logic.
  3. Wait a few seconds. Maybe there’s just a slight delay.
  4. Do you have your dialogue in the correct topic? Maybe the Bot is currently working in the context of another topic. If you ask a question from the travel booking topic, but the Bot is in the default topic, it isn’t able to answer your question.
  5. Sometimes a Bot can get stuck in a topic. Check at what point in the dialogue you are, and if you’ve already directed the Bot into a new topic. Write something that will direct the Chatbot back to the default topic. Which is my current context/topic? We have a useful hint to determine this: Create a new dialogue in the topic Priority: User question: __topic and Bot-Answer: Your current topic is $profile_current_topic$. When you now write __topic in the chat, the bot will answer with the name of the topic of your current context.
  6. Delete the chat history: if nothing else helps, you can clear the chat and start fresh. To be able to do this, create a dialogue in the priority topic, with the following parameters: user query: _clear Bot answer: $clear_all$ history deleted. Now if you write ‘_clear’ in your messenger, the Chatbot will delete the topic context and the set variables and you can start again.
  7. Are you in the right channel? Search for yourself in the Chat Center and check your dialogue there. Can you see your messages? If not, then check in the Widget settings, which Facebook site your channel is connected to, and if you’re on the right site. For WhatsApp, try the next trick.
  8. Are you as a user maybe deactivated, blocked, or deleted? Check for yourself in the user management and make sure that your profile is active.