Why it occurs
Chatbots can be deactivated for two main reasons:
- Manual deactivation by an agent: Someone with access to your account may have intentionally turned off the chatbot.
- Failed billing events: If there are billing issues (for example, insufficient balance or session limits reached during the free trial), the chatbot may be deactivated automatically.
Steps to resolve the issue
1. Check for manual deactivation in the audit log
– Go to Account Settings → Audit log.
– Use the keyword “chatbot” to filter the results.
– Look for any records of chatbot deactivation, including who performed the action.
Learn more about Audit logs
2. Check your account billing status
– Ensure your account balance is sufficient.
– If you’re on in the free trial, verify if your Answers sessions limit has been reached.
– Restore balance or upgrade your plan as necessary.
3. Contact Support
If you can’t determine the cause of the deactivation:
– Email [email protected]
– Include relevant details such as chatbot name and any audit log findings (if applicable)
