3.11.4 Common Issues and Troubleshooting

• Issue: Missing Inactivity Timeout Messages
  • Description: Users have enabled inactivity timeout settings, but messages are not being sent as configured.
  • Resolution:
    • Action: Verify that all required fields are correctly filled and that the trigger times are set appropriately.
    • Steps:
      • Ensure that all message fields (First Follow-Up, Second Follow-Up, Third Follow-Up, Close Conversation) are populated.
      • Confirm that the trigger times adhere to the validation rules (e.g., first follow-up time is less than second, second less than close chat time, and close chat time does not exceed 59 minutes).
      • Check for any system errors or connectivity issues that might prevent message delivery.
      • Retry saving the settings after addressing any identified issues.
      • Contact support if the problem persists.
• Issue: Validation Errors When Saving Settings
  • Description: Users encounter errors when attempting to save inactivity timeout configurations.
  • Resolution:
    • Action: Review and correct any validation errors as indicated by the system.
    • Steps:
      • Ensure that all fields are filled out as they are mandatory.
      • Confirm that the first follow-up message trigger time is less than the second, and the second is less than the close chat time.
      • Ensure that the close chat message time does not exceed 59 minutes.
      • Correct any highlighted errors and attempt to save again.
• Issue: Inactivity Timeout Messages Sent at Incorrect Times
  • Description: Messages are being sent earlier or later than the configured trigger times.
  • Resolution:
    • Action: Verify the accuracy of the configured trigger times and adjust if necessary.
    • Steps:
      • Revisit the Inactivity Timeout settings and confirm that the trigger times are set correctly.
      • Ensure that there are no overlapping or conflicting time intervals.
      • Test the settings by simulating inactivity to observe the timing of message delivery.
      • Adjust the trigger times based on observations and save the settings.
• Issue: Close Conversation Message Not Displaying
  • Description: The bot does not send the close conversation message after the final inactivity period.
  • Resolution:
    • Action: Check the configuration of the close conversation message and its trigger time.
    • Steps:
      • Ensure that the Close Conversation Message field is populated with a valid message.
      • Confirm that the trigger time is set correctly and does not exceed the maximum allowed value of 59 minutes.
      • Verify platform compatibility and ensure that the close conversation feature is supported.
      • Retry saving the settings after making necessary corrections.
      • Contact support if the issue persists.