3.7.4 Common Issues and Troubleshooting

• Issue: Invalid Bot Profile Picture Upload
  • Description: Users upload a bot profile picture that either exceeds the size limit or is of an unsupported file type.
  • Resolution:
    • Action: Reject the upload and display an appropriate error message.
    • Steps:
      • Size Exceeded: Inform the user that the image must not exceed 2 MB and prompt for a smaller file.
      • Unsupported File Type: Notify the user of the allowed file types (e.g., .jpg, .png, .gif) and request a valid image.
• Issue: Missing Bot Prompt
  • Description: Users attempt to save the bot profile without providing a prompt.
  • Resolution:
    • Action: Display an error message indicating that the bot prompt is required.
    • Steps:
      • Prompt the user to enter a valid prompt.
      • Provide guidelines on crafting effective prompts for the bot.
• Issue: Unable to Save Bot Profile
  • Description: Users experience errors when attempting to save the updated bot profile.
  • Resolution:
    • Action: Identify and address the underlying cause preventing the save action.
    • Steps:
      • Ensure all required fields are filled correctly.
      • Check for any system errors or connectivity issues.
      • Retry saving the profile after resolving identified issues.
      • Contact support if the problem persists.
• Issue: Bot Profile Not Updating on Platforms
  • Description: Despite successfully saving the bot profile, changes are not reflected on webchat or mobile applications.
  • Resolution:
    • Action: Verify the synchronization between the Bot Profile module and the platforms.
    • Steps:
      • Refresh the webchat and mobile applications to load the latest profile.
      • Check for any caching issues that might prevent immediate updates.
      • Ensure that the bot is properly integrated with both platforms.
      • Contact support if updates are still not visible after performing the above steps.