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
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.