Why it occurs
The most common reason a chatbot doesn’t respond is due to an open conversation with the end user in Conversations. If both Conversations and Answers use the same number:
- Conversations takes priority, and all inbound messages are routed there.
- As a result, the chatbot in Answers won’t receive or respond to the messages until the open conversation is closed.
Steps to resolve the issue
1. Check for open conversations
– Go to Conversations.
– Search for an active conversation with the affected end user.
– If found, close the conversation to allow future messages to be routed to Answers.
2. Review chatbot logs
– Go to Analytics → Logs.
– Check if the chatbot was triggered by the user message.
– Review the message status to identify any delivery or processing issues.
3. Contact Support
If the issue persists:
– Email [email protected]
– Include the chatbot name and the phone number that is not receiving responses.
