Who This Is For / When to Use
This article is for admins configuring Conversation AI who experience issues with automated responses, appointment handling, response delays, or bot behavior across channels.
Conversation AI is not responding automatically
Conversation AI does not reply automatically when the bot is set to Suggestive mode instead of Auto-Pilot mode.
How to fix:
Open Conversation AI Settings.
Select the affected bot.
Set Bot Status to Auto-Pilot.
Click Save.
Bot is not handling appointment booking correctly
Appointment booking fails when no calendar is assigned or booking actions are not configured.
How to fix:
Open Conversation AI Settings.
Go to Appointment Booking Actions.
Select the correct calendar.
Configure booking options such as Send booking link, Pause bot after booking, or Trigger workflow.
Save changes.
Bot is not transferring conversations to another bot or employee
Conversation transfers fail when transfer actions are not configured or assigned.
How to fix:
Open Conversation AI Settings.
Go to Appointment Booking Actions.
Enable Transfer to Employee or Transfer to Another Bot.
Select the correct bot or employee.
Save changes.
Bot is not answering from the FAQ or knowledge base
The bot cannot answer FAQ-based questions when training data is missing or outdated.
How to fix:
Open Bot Training under Conversation AI.
Verify training sources are connected.
Refresh training data if content was recently updated.
Save changes.
Bot responses are delayed
Response delays occur when the Wait Time Before Responding setting is too high.
How to fix:
Open Conversation AI Settings.
Scroll to Advanced Settings.
Reduce Wait time before responding.
Save changes.
Contact record is not updated after appointment booking
Contact records are not updated when required information is not collected before booking.
How to fix:
Open Conversation AI Settings.
Edit Appointment Booking Actions.
Ensure the conversation flow asks for first name, last name, email, and phone number.
Save configuration.
Testing bot behavior before going live
Bots can be tested using the built-in Bot Trial before activating Auto-Pilot.
How to test:
Open Conversation AI Settings.
Click Bot Trial.
Send sample questions.
Adjust settings or prompts as needed.
Bot tone feels robotic or unnatural
Tone issues occur when the bot Personality and Goals are not aligned with the brand voice.
How to fix:
Open Bot Goals.
Update the Personality section with the desired tone.
Adjust Conversation Guidelines if needed.
Save changes.
Managing multiple bots for different purposes
Multiple bots can be used to handle different workflows or channels.
How to configure:
Create additional bots.
Assign each bot to specific channels.
Set one bot as Primary if required.
Save settings.