Summary
If your chatbot doesn't start when expected or stops before completing its conversation, the issue is usually caused by an incorrect chatbot configuration, chat assignment, keyword rule, or flow setting.
This guide explains the most common reasons why a chatbot may not trigger or stop unexpectedly, along with the steps to resolve each issue.
Instructions
Chatbot issues generally fall into one of two categories:
The chatbot never starts.
The chatbot starts but stops before completing the conversation.
Choose the section below based on the issue you're experiencing.
The chatbot is not triggering
If your chatbot doesn't start when a customer sends a message, check the following:
Note: This troubleshooting section applies only to chatbots. It does not apply to keyword based rules automation.
1. Verify the chatbot has a Start Node
Every chatbot flow must have a Start Node. If a Start Node isn't configured, or your chatbot doesn't contain any message nodes, the chatbot won't begin the conversation.
Solution
Open your chatbot in the chatbot builder.
Click the three-dot menu.
Select Set Start Node.
Verify that the Start Node is connected to the rest of the chatbot flow.
Ensure that at least one message node is configured in the chatbot.
2. Verify the keyword matches the configured rule
If your chatbot is triggered using Rules, the customer's message must match the keyword configured in the rule.
Solution
Verify that the correct keyword is configured in the rule.
If the keyword uses Exact Match, make sure the customer's message matches the keyword exactly, including spelling and spaces.
If the customer's message doesn't match the configured keyword, the chatbot won't be triggered.
Note: Keywords used in keyword-based rules are not case-sensitive. For example, Support, support, and SUPPORT are treated as the same keyword.
3. Verify the conversation is assigned to a Bot
Chatbot automation only runs when the conversation is assigned to a Bot.
If the conversation is assigned to a human operator, the chatbot won't trigger.
Solution
Check how conversations are assigned.
Ensure the conversation is assigned to a Bot instead of a human operator.
The chatbot starts but stops unexpectedly
If your chatbot begins the conversation but doesn't complete the flow, check the following:
1. The customer sent an unsupported response
If the chatbot expects a specific reply but receives a different response, the conversation may stop.
For example, if the chatbot expects 1, 2, or 3, but the customer replies with Hello, the chatbot won't know which path to follow.
Solution
Configure a General or Default Response to handle unexpected replies.
Redirect customers back to the expected question or another chatbot flow.
2. The customer sent a media message
If a customer sends a media message, such as an image or video, and the chatbot isn't configured to accept media input, the chatbot will stop.
Solution
Configure the chatbot node to accept media responses where required.
3. The chatbot timer expired
Every chatbot has an inactivity timer. If the customer doesn't reply before the timer expires, the chatbot automatically ends.
Solution
Open the chatbot builder.
Click Chatbot Timer in the upper-right corner.
Adjust the timeout value.
The chatbot timer can be set between 1 minute and 1,440 minutes (24 hours).
4. A chatbot node is misconfigured
If a node isn't configured correctly, the chatbot may stop before continuing to the next step.
This commonly happens with integration nodes such as:
Webhook
Google Sheets
Solution
Verify that each node is configured correctly.
Confirm that any external integrations are connected and working as expected.
Learn more: See our guide on configuring the Webhook node.
5. The chatbot uses features unavailable on your plan
Some chatbot features are available only on specific Wati plans.
If your chatbot contains features that aren't included in your current plan, parts of the chatbot may not function correctly.
Solution
Remove features that aren't supported by your current plan.
or
Upgrade your Wati plan to use those features.
Still having issues?
If your chatbot still doesn't trigger or complete its flow after checking the items above:
Review your chatbot flow for missing or disconnected nodes.
Verify that all rules and integrations are configured correctly.
Test the chatbot using the expected customer inputs.
If the issue persists, contact Wati Support with your chatbot details so the team can help investigate further.
Frequently Asked Questions (FAQs)
Chatbot Trigger Issues
1. Why isn't my chatbot triggering when a customer sends a message?
A chatbot may not trigger if it doesn't have a configured Start Node, the customer's message doesn't match the configured keyword rule, or the conversation is assigned to a human operator instead of a Bot.
2. Why doesn't my chatbot trigger when using keyword-based Rules?
When a chatbot is triggered using Rules, the customer's message must match the keyword configured in the rule. If the rule uses Exact Match, the message must match the configured keyword exactly, including spelling and spaces.
3. Are keywords in keyword-based rules case-sensitive?
No. Keywords used in keyword-based rules are not case-sensitive. For example, Support, support, and SUPPORT are treated as the same keyword.
4. Why doesn't my chatbot trigger when a conversation is assigned to an operator?
Chatbot automation only runs when the conversation is assigned to a Bot. If the conversation is assigned to a human operator, the chatbot will not trigger.
Chatbot Stops Unexpectedly
5. Why does my chatbot stop when a customer sends an unexpected reply?
A chatbot may stop if it receives a response that it is not configured to handle. For example, if the chatbot expects the customer to reply with 1, 2, or 3, but the customer sends a different response, the chatbot may not know which path to follow. Configuring a General or Default Response helps handle unexpected replies.
6. Why does my chatbot stop when a customer sends a media message?
If a customer sends a media message, such as an image or video, and the chatbot is not configured to accept media input, the chatbot will stop. Configure the chatbot node to accept media responses where needed.
7. Why did my chatbot stop after waiting for a customer response?
Every chatbot has an inactivity timer. If the customer does not respond before the configured timeout expires, the chatbot automatically ends. The chatbot timer can be configured between 1 minute and 1,440 minutes (24 hours).
8. Why does my chatbot stop after a Webhook or Google Sheets node?
A chatbot may stop if a node is misconfigured. This commonly occurs with integration nodes such as Webhook or Google Sheets. Verify that the node is configured correctly and that any external integrations are connected and working as expected.
9. Why doesn't my chatbot work after adding certain features?
Some chatbot features are available only on specific Wati plans. If your chatbot uses features that are not included in your current plan, parts of the chatbot may not function correctly. Remove the unsupported features or upgrade your Wati plan to use them.
General Troubleshooting
10. What should I do if my chatbot still doesn't work after troubleshooting?
If your chatbot still doesn't trigger or complete its flow, review the chatbot for missing or disconnected nodes, verify that all rules and integrations are configured correctly, and test the chatbot using the expected customer inputs. If the issue persists, contact Wati Support with your chatbot details for further investigation.