Here are the most common issues and suggested fixes:
- Widget doesn't react on your website
- Transcripts not updated in Salesforce
- Buttons in dialogues are not displayed
- Chats are not being assigned to the bot
Trouble: Widget doesn't react on website
When this happens it is possible that the password in our Dashboard has expired. Follow the steps below to fix it:
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In Salesforce:
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Go to bot user profile
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Reset the password
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In Password policies, set it as “Never Expire”
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2. Reconnect the bot by entering the new password in Dashboard
Trouble: Transcripts not updated
See if the bot user has permission to update transcripts
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In Salesforce, go to Set up > User > Profiles (select the bot’s profile)
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Allow the bot user to Create and Edit Chat Transcripts
Trouble: Buttons in dialogues are not displayed
Make sure the latest transcripts are downloaded and implemented. See Enabling rich messages (buttons) in Salesforce for details.
Trouble: Chats are not being assigned to the bot
Please ensure that the profile assigned to the bot user has presence status reasons assigned to it in the access. This has to be done even for a system admin profile.