3.18.4 Common Issues and Troubleshooting

• Issue: Unable to Enable Domain Whitelisting
  • Description: Users attempt to enable domain whitelisting, but the system does not allow the action.
  • Resolution:
    • Action: Verify that the domain entered is valid and properly formatted.
    • Steps:
      1. Ensure that the domain follows the correct format (e.g., example.com).
      2. Check for any typos or incorrect entries in the domain input field.
      3. Ensure that the domain is not already whitelisted or conflicting with existing settings.
      4. Retry enabling domain whitelisting after correcting any issues.
      5. Contact support if the problem persists.
• Issue: Preview Not Reflecting Changes
  • Description: Changes made in the customization fields are not visible in the preview section.
  • Resolution:
    • Action: Refresh the browser and ensure that there are no caching issues.
    • Steps:
      1. Refresh the page to reload the preview section.
      2. Clear the browser cache to eliminate any stale data that might be preventing updates.
      3. Ensure that JavaScript is enabled in the browser, as it is necessary for real-time previews.
      4. Retry making changes and observe if the preview updates accordingly.
      5. Contact support if the preview still does not reflect changes.
• Issue: Invalid Email Format in User Information Editing
  • Description: Users input an invalid email address format when updating a user’s email.
  • Resolution:
    • Action: Display an error message indicating the need for a valid email format.
    • Steps:
      1. Inform the user that the entered email address is invalid.
      2. Prompt the user to correct the email format (e.g., user@example.com).
      3. Highlight the Email field to indicate the error.
      4. Ensure that the system uses regex-based validation to check email formats before allowing the save action.
• Issue: Chat Widget Styles Not Applying Correctly
  • Description: The selected chat widget style (Style 1 or Style 2) does not reflect on the live chatbot.
  • Resolution:
    • Action: Verify the selection and ensure that the settings are saved correctly.
    • Steps:
      1. Revisit the Chat Widget Styles section and confirm the selected style.
      2. Ensure that the Save Settings button was clicked after making the selection.
      3. Clear browser cache and refresh the chatbot page to apply the changes.
      4. Test the chatbot in different browsers or devices to ensure consistency.
      5. Contact support if the issue remains unresolved.
• Issue: Button Colors Not Changing as Selected
  • Description: Users select specific colors for buttons, but the chatbot displays different colors.
  • Resolution:
    • Action: Ensure that color selections are saved correctly and that there are no overriding styles.
    • Steps:
      1. Confirm that the correct color is selected using the color picker for each button property.
      2. Verify that the Save Settings button was clicked after making color changes.
      3. Check for any conflicting CSS or styling rules that might override the selected colors.
      4. Refresh the chatbot page to apply the latest settings.
      5. Contact support if discrepancies persist.
• Issue: QR Code Not Generating Correctly
  • Description: Clicking the “Generate QR” button does not display a QR code or displays an incorrect code.
  • Resolution:
    • Action: Ensure that the QR generation process is not being blocked and that all required fields are correctly filled.
    • Steps:
      1. Verify that domain whitelisting, if enabled, is correctly configured.
      2. Ensure that the Short Code Alias is unique and properly formatted.
      3. Check for any browser extensions or settings that might block QR code generation.
      4. Retry generating the QR code after addressing any identified issues.
      5. Contact support if the problem persists.
• Issue: Generate Code Button Not Displaying Script
  • Description: Clicking the “Generate Code” button does not display the integration script.
  • Resolution:
    • Action: Verify that all required fields and configurations are correctly set before generating the script.
    • Steps:
      1. Ensure that the chatbot has been properly configured and saved.
      2. Check for any errors or missing information in the customization fields.
      3. Refresh the page and attempt to generate the script again.
      4. Disable any browser extensions that might interfere with script generation.
      5. Contact support if the issue remains unresolved.
• Issue: Microsoft Login Integration Failure (If applicable to Channel Integration – Website module)
  • Description: Users experience issues when trying to manage channel integrations using Microsoft Login credentials.
  • Resolution:
    • Action: Ensure that the user’s Microsoft account is correctly linked under the Teammates module.
    • Steps:
      1. Verify that the company has configured the necessary Microsoft policies for authentication.
      2. Check integration settings and OAuth 2.0 configurations.
      3. Ensure that the Microsoft account has the required permissions to manage channel integrations.
      4. Contact support if the issue persists after verifying the above steps.