3.9.4 Common Issues and Troubleshooting

• Issue: Missing Sorry Messages
  • Description: Users attempt to save bot messages without providing both sorry messages.
  • Resolution:
    • Action: Display an error message indicating that both sorry message fields are required.
    • Steps:
      • Prompt the user to enter both the first and second sorry messages.
      • Highlight the missing fields for easy identification.
• Issue: Citation Feature Not Working on Selected Platform
  • Description: Users enable bot citation on a platform that does not support this feature.
  • Resolution:
    • Action: Display an error message indicating platform incompatibility.
    • Steps:
      • Inform the user that bot citation is not supported on the selected platform.
      • Suggest disabling the citation feature or selecting a compatible platform.
• Issue: Recommendation Buttons Not Displaying
  • Description: Users enable bot recommendations, but recommendation buttons do not appear during interactions.
  • Resolution:
    • Action: Verify the platform support and configuration settings.
    • Steps:
      • Ensure that the recommendation feature is enabled and supported on the selected platform.
      • Check the GenAI integration settings.
      • Retry enabling the feature or contact support if the issue persists.
• Issue: Leave a Message Form Not Appearing
  • Description: Users enable the leave-a-message form, but it does not appear after the second sorry message.
  • Resolution:
    • Action: Check the configuration and platform support.
    • Steps:
      • Ensure that the leave-a-message form is enabled and properly configured with a fallback message.
      • Verify that the feature is supported on the selected platform.
      • Test the feature after making necessary adjustments.