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Bot Configuration & Logic

This document covers common issues, explanations, and resolutions related to Product Catalog, Bot Responses, Checkout, Charges, Coupons, Bot Reminders, and Pre-purchase Recommendations.

Product Catalog Management​

Catalog Sync​

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Product Arrangement​

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Catalog Troubleshooting​

Price or Image not updated, Wrong image, or New products not appearing​

Steps to Resolve: Initiate a Catalog Sync and perform Verification. Wait for changes to reflect in the dashboard.

Note: Allow at least 1 hour after catalog sync for changes to reflect on Facebook Business Manager (FBM).

Escalation: If the issue persists after 1 hour, proceed with deeper technical checks.

Some products missing or No products showing​

Step 1: Check if products are added to the Commerce Flow (CF) sheet. If not, inform the client to add them.

Step 2: Verify the product exists in the Catalog Sheet. If missing, perform the catalog sync process.

Step 3: Verify product visibility on WhatsApp after the sync.

Step 4: Investigate FBM Commerce Manager for potential product rejections.

Escalation: If unresolved after these checks, raise a BUG.

Products have high error counts​

Rule: Ignore Title errors as they do not affect functionality.

Action: If errors relate to image, price, or product links, update them directly on Shopify first.

Sync: Perform a catalog sync and wait for 1 hour. If error counts remain high and critical data is missing, escalate.

Not able to sync Catalog​

Verification: Review the Inventory Sheet and Catalog Info in the internal dashboard for accuracy.

Fix: If data is incorrect, update it and retry the sync.

Escalation: If data is correct but sync continues to fail, raise a ticket to the Tech Team.

Product Arrangement changes not reflecting on WhatsApp​

Rule 1: Category names must be under 24 characters.

Rule 2: No symbols are allowed in category or product titles.

Escalation: If the sheet is compliant but changes still do not reflect, escalate to Tech.

Bot Responses​

Welcome Message​

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How to change the welcome message: Navigate to Bot Configuration, then Bot Responses, select Welcome Message, Edit, and Save.

Bot name incorrect: Confirm the brand name with the client. If there is a mismatch, raise a CFR for a brand name correction.

Button limits: Meta allows a maximum of 3 buttons. For more options, use a List Interactive Message which supports up to 10 options.

Use a flow in welcome message: Create the flow, Publish it, select Handle by Flow in the settings, and set the Trigger Phase.

Change flow button text: Edit Welcome Message, go to Workflow, select Trigger Phase, and set custom text.

No response when typing Hi: Check if the user is stuck in Agent Chat. Ask the user to type # to exit agent chat and retry. If it still fails, raise a CRB.

Welcome message sent only on second Hi: Reproduce the issue. If consistent, raise a CRB.

Menu Message​

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Difference between Welcome and Menu Message: The Welcome Message is sent when a user types Hi. The Menu Message is sent when a user types # to restart their journey. Both are editable from the dashboard.

Unsubscribe​

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Unsubscribe or Block users: Manual unsubscribe is required. Collect contact numbers. For a few numbers, handle manually; for large lists, raise a CAR.

Note: Unsubscribed users can still message the brand, but the brand cannot initiate messages to them.

Unsubscribe via keywords: If a user types predefined keywords, the bot auto-unsubscribes them. This is configurable from the dashboard.

Bot CSAT​

Definition: Customer satisfaction score measuring bot performance on a 1–5 scale.

Download report: Go to Bot Configuration, select Bot Responses, then Bot CSAT, and Download CSV.

Messages not sent: Ensure a template is configured under Bot CSAT settings.

Disable Bot CSAT: Go to Bot Configuration, Bot CSAT, Settings, and select Disable. If messages continue, raise a CRB.

Checkout & Coupons​

Standard vs Fast Checkout: Standard checkout shows only brand-specific previous addresses. Fast Checkout uses a shared address database and applies a commission based on the plan.

Fast Checkout charged when not enabled: Verify the dashboard setting. If disabled, check with the Accounts team and clarify with the client.

Checkout links not appearing: For Razorpay users, go to Settings, then Integrations, select Payment, and check Authorization status.

Coupon Codes: Verify the coupon is active and exists on both Shopify and the BoB dashboard. Note that assisted sales limitations may apply.

Escalation Protocol

When raising a CRB for Bot Configuration, always include:

  • Brand Name / Org ID
  • Specific Flow or Message name
  • Screen recording of the bot interaction
  • Exact timestamp of the failure

How to Sync Catalog​

Before troubleshooting order visibility, ensure the product catalog is correctly synced from Shopify. If the catalog is not synced, the bot cannot generate orders or track them accurately.

  • Login: Log in to the BusinessOnBot dashboard.
  • Navigation: From the left-hand menu, go to Bot Configuration and select Catalog (or Product Catalog).
  • Trigger Sync: Click on Catalog Sync → Import Catalog.
  • Configuration: In the Import Catalog popup:
    • Enter the Catalog Name.
    • Add a brief Description (optional).
    • Select Shopify as the source platform.
  • Connect: Upload or connect the Shopify store as required.
  • Process: Click on Import / Sync Catalog to start the process.
  • Wait for Completion: You will be redirected to the Test Catalog / Catalog List page once done.
  • Note: It may take up to 1 hour for the products to fully reflect in the catalog.

Catalog Sync Workflow​

This diagram illustrates the automated path your data takes from Shopify to the WhatsApp interface.

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