Troubleshooting Guide for Conversation AI Settings

Overview

Conversation AI in BizStackPro can handle FAQs, bookings, lead capture, and more—but if settings are misconfigured, your bot may give generic answers, miss booking requests, transfer incorrectly, or fail to stop when a human takes over. Use the troubleshooting sections below to correct the most common issues step by step.

1) Generic or incorrect responses (Knowledge Bases not being used)

If your bot’s answers feel generic or unrelated, the most common causes are:

• The Knowledge Base isn’t connected to the bot.
• The wrong Knowledge Base is selected.
• Bot goals or context don’t match the questions people are asking.

How to fix

• Attach the correct Knowledge Base to the bot.
• Confirm the Knowledge Base actually contains relevant Q&A for your use case.
• Update the bot’s goal/instructions so it knows to rely on the Knowledge Base for FAQs.

Steps to configure

1. Open Conversation AI Settings.
2. Select the bot you’re troubleshooting.
3. Go to the Knowledge Bases section.
4. Attach (or re-select) the correct Knowledge Base.
5. Update the bot instructions so it references the Knowledge Base for FAQs.
6. Save and test using real user-style questions.

2) Appointment booking queries not working

If your bot isn’t handling booking requests correctly, it’s usually because booking actions are not configured or no calendar has been assigned.

How to fix

• Enable Appointment Booking Actions for the bot.
• Select the calendar the bot should use for scheduling.
• Confirm post-booking actions (links, workflows, confirmations) are set.

Steps to configure

1. Go to Conversation AI Settings.
2. Open the bot and find Appointment Booking Actions.
3. Select the calendar you want the bot to use.
4. Enable options like Send Booking Link and Trigger Workflow After Booking as needed.
5. Save and test by asking the bot to book an appointment.

3) Bot not transferring conversations to another bot or a human

If handoffs aren’t happening, the Transfer to Employee or Transfer to Another Bot actions may not be configured correctly in your workflow.

How to fix

• Confirm the correct transfer action exists in the workflow path being triggered.
• Verify the destination bot/user/team is selected.
• Make sure transfer conditions (tags, replies, statuses) are actually being met.

Steps to configure

1. Open the relevant Workflow.
2. Add or edit Transfer to Employee or Transfer to Another Bot.
3. Select the user/team/bot that should receive the conversation.
4. Review any conditions and triggers on that step.
5. Save and test by triggering the same path as a contact would.

4) Stop Bot not working when a human takes over

If the bot keeps responding after a human jumps in, the Stop Bot action may be missing, mis-targeted, or not triggered by the takeover event you expect.

How to fix

• Ensure the workflow includes a Stop Bot action (or Update Conversation AI Bot and Status).
• Confirm it targets the correct bot/channel and sets the status to paused or stopped.
• Make sure the trigger (manual reply, internal note, status change, etc.) actually runs that step.

Steps to configure

1. Open Conversation AI Settings or the relevant Workflow.
2. Add Stop Bot or Update Conversation AI Bot and Status where takeover should occur.
3. Set bot status to Paused or Stopped.
4. Save and test by replying manually as a human user would.

5) Messages delayed or sent at the wrong time

Timing issues are usually caused by Time Window, Wait/Delay steps, or timezone settings.

How to fix

• Review workflow Time Window settings.
• Inspect all Wait and Delay steps.
• Confirm whether you’re using Account Timezone or Contact Timezone.

Steps to configure

1. Go to Settings → Workflow Settings.
2. Set your Time Window to the hours you want messages to send.
3. Open the workflow and verify each wait step matches your intended timing.
4. Switch to Contact Timezone if you want delivery based on each contact’s local time.

6) Wrong bot responding (or multiple bots responding)

When multiple bots are active on the same channel or entry point, priority and routing rules determine which bot answers. Misconfiguration can cause overlap.

How to fix

• Identify which bots are active on the same channel (web chat, SMS, etc.).
• Assign only one primary bot per entry point.
• Use workflows and bot status updates to control which bot is active at each stage.

Steps to configure

1. Open Conversation AI and review all active bots.
2. Look for overlapping use cases on the same channel (two general support bots on the same widget, etc.).
3. Set one bot as the primary and make handoffs explicit via workflow actions.
4. Use Update Bot Status actions to deactivate one bot when another takes over.

7) Bot not following updated rules or new settings

If your bot ignores recent changes, you may have updated the wrong bot/workflow version, or you’re testing in an existing session.

How to fix

• Confirm you edited the exact bot instance attached to your live channel/workflow.
• Verify workflows are selecting the updated bot (not an older one).
• Test using a brand-new contact to avoid cached/ongoing sessions.

Steps to configure

1. Open Conversation AI and confirm the edited bot is the one used live.
2. Review Workflow → Actions to verify the correct bot selection.
3. Create a new contact and start a fresh conversation to test the updates.

8) Make the bot feel less “robotic” (tone & personality)

If your bot sounds too stiff, adjust its Personality and instructions so replies match your brand voice.

How to adjust

• Select a personality that fits (Friendly, Professional, Formal, etc.).
• Update instructions to encourage short, clear, conversational responses.
• Add example phrases (seed prompts) if available.

Steps to adjust

1. Go to Conversation AI Settings.
2. Open the bot and navigate to Bot Goals / Personality.
3. Select the personality that best fits your brand.
4. Update custom instructions to reflect your tone and style.
5. Save and test with sample conversations.

9) Configure multiple bots for different inquiries

Yes—you can create multiple bots and assign each one to a specific function, workflow, or channel as long as routing and priority are clear.

How to configure

• Create a Primary Support Bot for general questions.
• Create specialized bots for booking, billing, or focused FAQ topics.
• Use workflows/triggers to route each inquiry to the right bot.

Steps to configure multiple bots

1. In Conversation AI, create separate bots for each major use case.
2. Attach the correct Knowledge Base or actions to each bot.
3. Use workflows, triggers, and conditions to route conversations correctly.
4. Test each path to confirm only the intended bot responds.