Summary
If your chatbot in WATI is not triggering or has stopped working, there could be multiple reasons behind it. This guide will walk you through the most common issues and how to resolve them.
Instructions
Why Is My Chatbot Not Triggering?
If your chatbot is not triggering when expected, check the following potential causes:
1. Starting Node Is Not Connected or Properly Set
A chatbot needs a starting node to initiate its flow. If there is no starting step or no message configured in any node, the chatbot may appear inactive. Solution:
Click the three dots button in the chatbot builder.
Select Set Start Node to ensure the flow begins correctly.
2. Keyword Does Not Match (when triggering chatbot using Rules)
If your chatbot is configured to trigger based on a keyword (using Rules), ensure the keyword settings are correct.
Solution:
Verify that the keyword is correctly entered in the configured rule.
If the keyword is set as Exact Match, ensure the user's input matches it exactly, including spelling and spacing.
3. Chat Is Assigned to an Operator Instead of a Bot
For chatbot automation to work, the chat must be assigned to a Bot, not a human operator. If a chat is assigned to an operator, automation will not trigger. Solution:
Check the chat assignment settings.
Ensure that the chat is assigned to a Bot so the automation can execute properly.
Why Did My Chatbot Stop?
If the chatbot starts but does not complete its flow, consider the following possible issues:
1. Customer Sends a Media File
If a customer sends a media file (e.g., an image or video) and the chatbot is not set to accept media responses, the chatbot will stop. Solution:
Enable media response acceptance for chatbot nodes.
2. Chatbot Timer Expiration
Every chatbot has a set expiration time. If a user does not respond within this time, the chatbot will automatically stop. Solution:
Adjust the expiration time by clicking on Chatbot Timer in the upper right corner of the chatbot builder.
The minimum allowed time is 1 minute, and the maximum is 1440 minutes (24 hours).
3. Misconfigured Nodes
If subsequent nodes, such as Webhook or Google Spreadsheet nodes, are not correctly set up, the chatbot may fail to continue. Solution:
Double-check all node configurations.
Ensure that external integrations, such as webhooks or Google Sheets, are correctly linked.
4. Unexpected User Responses
A chatbot may stop if it receives an unexpected response that it is not programmed to handle. Example: If the chatbot expects a reply of "1", "2", or "3", but the user responds with "4" or "hello", the chatbot might stop. Solution:
Use the General/Default response option to handle unmatched replies.
Redirect users back to the original question or guide them to an alternative flow.
5. Using Pro Plan Features on a Regular Plan
If your chatbot contains features exclusive to the Pro plan, but your account is on a regular plan, the chatbot will not function properly. Solution:
Upgrade to a Pro plan to access these features.
Alternatively, remove Pro plan-exclusive features from your chatbot to allow it to function on the regular plan.
Conclusion
By following these troubleshooting steps, you can diagnose and fix issues preventing your chatbot from triggering or completing its flow. If the problem persists, double-check your chatbot settings and configurations to ensure everything is properly set up.
Frequently Asked Questions (FAQs)
Chatbot Not Triggering
1. Why is my chatbot not starting?
→ Your chatbot may not start due to one of the following reasons:
The starting node is not connected or properly set.
The trigger keyword is incorrect or does not match exactly.
The chat is assigned to a human operator instead of a bot.
2. How do I fix an unconnected starting node?
→ Ensure that your chatbot has a starting node:
Click the three dots button in the chatbot builder.
Select Set Start Node to activate the flow.
3. How can I check if my keyword is set correctly?
→ If your chatbot is triggered by a keyword:
Verify that the keyword is entered correctly.
If it is set as Exact Match, ensure there are no extra spaces or misspellings.
Test the keyword by sending a message with the exact trigger phrase.
4. Why is my chatbot not triggering when assigned to an operator?
→ Chatbot automation works only when the chat is assigned to a Bot. If a conversation is assigned to a human operator, the chatbot will not activate. Reassign the chat to a bot to restore automation.
Chatbot Stopping Unexpectedly
5. Why did my chatbot stop working mid-conversation?
→ Common reasons include:
The user sent a media file (image, video, etc.) that the chatbot is not configured to handle.
The chatbot expired due to inactivity based on its timer settings.
A misconfigured node (such as a webhook or Google Sheets integration) caused the chatbot to stop.
The chatbot received an unexpected response that it was not programmed to handle.
6. How do I enable my chatbot to accept media responses?
→ If media messages are causing the chatbot to stop:
Configure the chatbot to accept media responses in the chatbot builder settings.
7. How does chatbot expiration work?
→ Chatbots have a timer setting that determines how long they wait for a response. If no reply is received within the set time, the chatbot will stop. To adjust the expiration time:
Click on Chatbot Timer in the upper right corner of the chatbot builder.
Set the duration (between 1 minute and 1440 minutes (24 hours)).
Save the settings.
8. What should I do if my chatbot stops due to an unexpected response?
→ If your chatbot stops when users give unexpected replies:
Use the General/Default response option to handle unmatched inputs.
Redirect users back to the original question or provide an alternative flow.
Plan-Related Issues
9. Can I use Pro plan chatbot features on a regular plan?
→ No, Pro plan features require a Pro subscription. If your chatbot includes Pro-only features and you are on a regular plan, it will not function properly.
10. What can I do if my chatbot has Pro plan features but I don’t have a Pro subscription?
Upgrade to a Pro plan to access the features.
Remove Pro plan-exclusive features from your chatbot to make it work on your current plan.