Troubleshooting Guides

Guides to help you troubleshoot

What to do when entities are not getting detected?If you are facing a problem with entities not getting detected, you should follow the below checks. Firstly, navigate to the Step that captures the entity, and…
Why are the Menu options not visible on the Production bot?If you are not able to see the Menu options on your Production bot, you need to make sure that you have published them correctly. In order to publish the Menu…
What to do if the bot is breaking at the Code Step?If you have created the Code Step correctly, it should work. If your bot is breaking at the Code Step, there might be certain reasons for it, and we will…
Why is the bot not triggering a specific Step?Did your bot give a wrong response to a query? If yes , let me tell you some of the possible reasons for this and how you can fix them. It might happen that…
What to do when Haptik is not responding?When Haptik is not responding, you should do these basic checks or try these solutions before raising an issue with Haptik Support. You should check if you are…
What to do if you are getting logged out of Haptik automatically?If you are getting logged out of Haptik automatically, you should consider clearing your browser's data. This will solve your issue. If the issue still…
Why am I not able to access my bot on Production, even when it is accessible on Staging Environment?It might happen that you are able to access your bot on Staging Environment, but on the other hand when you move to the Production Environment, suddenly you…
How to handle when a different bot shows up while testing my bot?If at the time of testing your bot, you happen to see a different bot or a mismatch, you can follow the steps mentioned below to correct the issue. Check the…
What to do when the WhatsApp bot is not giving expected Bot Responses?When you have deployed your bot on WhatsApp, and you come across this issue where the bot is not giving expected responses, you should check the following. You…
What to do when the Bot Breaks due to long user messages?It might happen that the user has entered a long query on the bot, and at this point, the bot is not able to comprehend it completely and ends up sending a Bot…
What to do if you are not able to switch from Production to Staging?It might happen that you are able to access your bot on Production Environment, but on the other hand when you try to switch the Environment, from Production…
How to add hyper link in a Bot Response, without using buttons element?If you want to add a hyperlink in a Bot Response , then you can make use of HTML Anchor tags in Raw Text/JSON . Let us understand this in detail, Navigate to…
Why is the bot displaying a Bot Break message after connecting to an agent?The ideal flow for handing over the chat to an agent is, when the user asks for chatting with an agent, the chat should be handed over. Also, the bot should…
Why some of the messages are being marked as personal?It might happen that some of the messages being sent by the user might get marked as personal or in other words, masked. The reason for this is, that the…
What to do when the agents are not able to access Smart Agent Chat tool?If the Smart Agent Chat tool is not working for an agent, the agent should make the below checks. They should first check the network logs on their browser, in…
What to do when the bot is replying in a different language?In a Multilingual bot, it will detect the user's language and will respond to the user in that language. At times when the bot is not able to detect the…
What to do if the data is not showing up on Intelligent Analytics?If there is an issue with the data on the Intelligent Analytics tool, you should initially check if this issue is on Staging or on the Production Environment…
What to do when your Bot is not responding?At times, when a user asks a query on the bot, the bot might not respond. Here, in this scenario, there is no activity from the bot, and your query is left…
Why are chats not getting auto-assigned to agents?Chats get auto-assigned to agents on Haptik's Smart Agent Chat tool. In a few scenarios, it might happen that the chats fail to get auto-assigned, and there…
What to do if I am not receiving the email reports?If you are not receiving the email reports, you should initially check if the email is in the Spam folder. Secondly, if the email report size is large, it will…
Why is an Agent marked "On a Break" on Smart Agent Chat?At times, the Agents are marked " On a break " automatically on the Smart Agent Chat tool, and there are various reasons for this. Let us understand each of…
Why am I not able to add Bulk users on Permission Management?If you are unable to add Bulk Users through CSV i n the Permission Management section, then you need to make sure that the details added in the CSV are…
What to do if you have not received the Haptik login credentials?If you have created accounts for your Agents on Haptik, then they should be receiving their credentials over mail. In this case, if they haven't received their…
Why are the API calls not working on the bot?If the API calls are not working on the bot, there is a possibility that the API calls are taking more than 20 seconds to execute, causing the Code Step to…
What to do when the bot asks the free form questions, while the typing area is disabled?Feedback Smart Skill triggers the Feedback at the logical end of the query. It initially collects the ratings from the user, and further, it proceeds to ask…
What to do when your bot deployed on a channel, is not responding?It might happen that your bot works fine at the time of Testing, but when you take it live on any channel, it doesn't respond. Here, we are talking about the…
What to do when not able to add default team in the bot?If you are using Smart Agent Chat, you would know agents form teams. You can create multiple teams for your business but there would be one default team that…

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