3.13.4 Common Issues and Troubleshooting

• Issue: Missing Mandatory Fields
  • Description: Users attempt to save a CSAT form without filling all required fields (Rating, Custom Questions, etc.).
  • Resolution:
    • Action: Display an error message indicating that all mandatory fields are required.
    • Steps:
      • Prompt the user to fill in all missing mandatory fields.
      • Highlight the incomplete fields for easy identification.
• Issue: Duplicate Mandatory Field Addition
  • Description: Users attempt to add multiple instances of mandatory fields like Rating.
  • Resolution:
    • Action: Prevent the addition of duplicate mandatory fields and display an error message.
    • Steps:
      • Inform the user that each mandatory field can only be added once.
      • Suggest reviewing the existing fields before attempting to add duplicates.
• Issue: Validation Messages Not Displaying
  • Description: Users mark a field as required but do not provide a corresponding validation message.
  • Resolution:
    • Action: Enforce the requirement of providing a validation message when a field is marked as required.
    • Steps:
      • Prompt the user to enter a validation message for the required field.
      • Highlight the field to indicate the missing validation message.
• Issue: CSAT Form Not Displaying on Chatbot
  • Description: After creating and enabling a CSAT form, it does not appear on the chatbot interface after a chat session concludes.
  • Resolution:
    • Action: Verify the CSAT form configuration and platform compatibility.
    • Steps:
      • Ensure that the CSAT form is enabled.
      • Check that the chatbot is correctly integrated with the Web or Mobile platform.
      • Confirm that there are no conflicts with other chatbot configurations.
      • Retry enabling the CSAT form or recreate it if necessary.
      • Contact support if the issue persists.
• Issue: Unable to Delete Protected CSAT Forms
  • Description: Users attempt to delete CSAT forms that are protected or linked to active campaigns.
  • Resolution:
    • Action: Prevent deletion and display an error message explaining the restriction.
    • Steps:
      • Inform the user that certain CSAT forms cannot be deleted due to active dependencies.
      • Suggest reassigning the form to inactive campaigns or ensuring no active links before attempting deletion.