Troubleshooting: Bot Not Working in Hello

If users report that the chatbot is not responding or functioning as expected, follow these steps:

1. Ensure the Bot is Associated with the Communication Channel

After creating a chat bot in Hello, you must ensure it is linked to the communication channel where you want it to operate.

• To verify this, refer to this help document: Help Doc

2. Check Ticket Assignment to the Chat bot

• Navigate to the ticket received for the communication.

• Verify if the ticket is assigned to the Chat bot (see the image below).

  

  If the chat bot is not assigned, click on the assignee name or the Person icon, then select "Bot" to manually assign it to the ticket.
  

• Note: The chat bot is automatically assigned to new tickets. However, if a ticket is already assigned to a human agent, you will need to manually reassign it to the chat bot.

3. Test the Bot

• Send a test message to the communication channel/number again and check if the bot replies.

4. Validate Keyword Matching

• Ensure the keyword you are using matches the intent set in the chat bot flow if you create a MSG91 Bot. Incorrect or mismatched keywords may prevent the bot from responding.

• Add a fallback flow to make sure bot replies inspite the keyword mismatch.

5. Contact Support

• If the bot still does not respond after performing the above checks, raise a support ticket at [email protected].