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Dashboard & Analytics Troubleshooting

Use this guide to understand the Dashboard modules and resolve common issues faced while managing orders, agents, bots, widgets, and reports in the BusinessOnBot dashboard.

Quick UI Fix

For most UI-related issues, try a Hard Refresh (Ctrl + Shift + R / Cmd + Shift + R) or open the dashboard in Incognito Mode before escalating.

Dashboard Overview​

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Orders​

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How to check orders placed via BOB​

  • Steps: Navigate to Dashboard and go to the Orders section.
  • Action: View and filter the orders specifically placed via the bot.

How to check if an order is Prepaid or COD​

  • Method A: Go to Order Confirmation Notification and open the Message Log. Enter the Order Number or Customer Number and check the Message Status.
  • Method B: Go to Transcripts and verify the payment flow directly from the customer chat history.

Order data is not being fetched​

  • Verification: Ensure the client understands that only bot-placed orders are fetched in this view.
  • Fix: Change the calendar or date filter settings and recheck the list.
  • Escalation: If the client insists the data is inaccurate after these checks, raise a CRB with screenshots.

Customer payment successful but order not created​

  • Check Backend: Log into the client’s Shopify dashboard to verify if the order exists there.
  • Outcome - Order not created: Raise a CRB.
  • Outcome - Created but no confirmation: Check if Post-Purchase Recommendation is set to 0 hours. In this case, the recommendation message is sent instead of the order confirmation (applicable only for website-paid orders).

Order from WhatsApp but no payment received​

If a confirmation is shown but the client reports no payment:

  • Open the customer Transcript.
  • Locate the Checkout Link.
  • Open the link manually to verify the Payment Proof.
  • Action: If payment proof exists, share it with the client. If no payment proof is found, raise a CRB.

Discount was not applied on the order​

  • Open the customer Transcript.
  • Click the Payment Link generated for that session.
  • Verify the actual amount paid.
  • Action: If the discounted price is visible in the link, share the payment screenshot with the client as proof.

Messages​

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This section displays all outbound and inbound message logs, delivery status, and failures.

Agents​

Agent Analytics​

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  • How to download the CSAT report: Go to Dashboard, navigate to Agents, then Agent Analytics. Open Reports, select the desired Date Range, and click Download.

Agent CSAT​

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  • How to disable or edit the Agent CSAT message: Go to Dashboard, then Agents, then Agent CSAT. Open Config Message to edit or disable the message and click Save.

Chatbot​

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Manage chatbot flows, logic, fallback handling, and automated responses from this section.

Bot Reminders​

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Used to send automated reminders to users based on inactivity or predefined triggers.

Widget​

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  • How to disable the widget: Go to Settings, locate the appropriate Widget, and toggle the setting to OFF.

Session​

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Displays user session duration, engagement data, and conversation lifecycle.

Template Usage Count​

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  • How to check template usage count: Go to Dashboard and select Template Usage Count. Select the specific Template, customize the Date and Time Range, and click Export CSV.
Escalation Protocol

When raising a CRB, always attach:

  • Client Name / Org ID
  • Clear screenshots or screen recording
  • Exact issue description and timestamps

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