Troubleshooting Guide for Conversation AI Settings (PXME)

Created by PX Marketing, Modified on Tue, 19 Aug at 6:33 PM by PX Marketing

Overview

Conversation AI in PXME helps automate customer engagement, appointment booking, and FAQ responses. If the bot isn’t working as expected, the issue often lies in configuration settings. This guide covers the most common troubleshooting questions and provides step-by-step fixes to ensure your Conversation AI functions smoothly.

Q1: Why isn't the Conversation AI responding automatically to customer messages?

A1:
This usually happens if the bot status is set to Suggestive Mode instead of Auto-Pilot Mode.

How to Fix:

Navigate to Conversation AI Settings.
Ensure the bot status is set to Auto-Pilot Mode so it responds automatically.
Click Save to confirm changes.

Q2: Why is my bot not answering appointment booking queries correctly?

A2:
Appointment Booking Actions may not be configured properly, or the bot may not be connected to a specific calendar.

How to Fix:

In Conversation AI Settings, go to Appointment Booking Actions.
Select the appropriate calendar for the bot to use.
Configure options like Send Booking Link and Trigger Workflow After Booking.
Save your settings.

Q3: Why is the bot not transferring conversations to another bot in the workflow?

A3:
The Transfer to Employee or Transfer to Another Bot action may not be set up correctly.

How to Fix:

Go to Conversation AI Settings.
Under Appointment Booking Actions, enable Transfer to Another Bot or Transfer to Employee.
Assign the appropriate bot or employee.
Save your changes.

Q4: My bot isn’t providing answers from the FAQ database. How can I fix this?

A4:
This may happen if the bot training wasn’t completed, or Custom Bot Responses are missing.

How to Fix:

Go to Bot Training under Conversation AI Settings.
Ensure training is complete and pulling from your FAQ source.
Add or refresh FAQs/custom responses.
Save your changes.

Q5: Why is the bot’s response delayed?

A5:
The Wait Time Before Responding may be set too high.

How to Fix:

Go to Conversation AI Settings → Advanced Features.
Adjust Wait Time Before Responding (e.g., set to 3 seconds for quicker replies).
Save your changes.

Q6: Why isn’t my bot updating the contact record after booking an appointment?

A6:
The bot may not be collecting required contact details (name, phone, email) before booking.

How to Fix:

Go to Conversation AI Settings → Edit Prompt under Appointment Booking Actions.
Add fields like First Name, Last Name, Phone, and Email to the conversation flow.
Save the configuration.

Q7: How do I test the bot's responses before going live?

A7:
You can use the Bot Trial feature.

Steps to Test:

Go to Conversation AI Settings → Bot Trial.
Type sample queries to test responses.
Adjust prompts if needed.

Q8: My bot is interacting but feels too "robotic." How can I adjust the bot's tone?

A8:
You can update the Personality setting to make interactions more natural.

Steps to Adjust:

Go to Conversation AI Settings → Bot Goals.
Choose a tone (Friendly, Professional, Formal).
Save your settings.

Q9: Can I configure multiple bots to handle different types of inquiries?

A9:
Yes, you can create multiple bots and assign them to different workflows or channels.

Steps to Configure:

In Conversation AI Settings, click Create Bot.
Select a Prompt Template (General Q&A, Appointment Booking, etc.).
Assign the bot to specific channels (SMS, Facebook, Instagram).
Set it as Primary or Non-Primary.
Save your settings.