AI Chatbot Troubleshooting — Facebook & Instagram Bot Issues
Our AI chatbot handles initial responses on Facebook Messenger and Instagram DMs. When it sends wrong, incomplete, or off-topic responses, follow this guide to report and handle it.
Common Issues
- Wrong response — Bot sends an answer that does not match the question asked
- Incomplete response — Bot starts answering correctly but cuts off or misses key info
- Off-topic response — Bot responds to something the lead did not ask about
- No response — Bot does not reply at all (check if it is running)
- Repeated responses — Bot sends the same message multiple times
What to Do (Team Members)
- Screenshot the conversation — capture the lead question and the bot response
- Take over the conversation manually — respond to the lead correctly so they are not left hanging
- Report in #improvement-requests with:
- Screenshot of the wrong bot response
- What the lead actually asked
- What the correct response should have been
- Platform (Facebook Messenger or Instagram)
- Tag @Sam or @Peter — bot prompt/logic adjustments require admin access
⚠️ Important: Do NOT ignore a bad bot response. If a lead gets a wrong answer and nobody corrects it, we lose that lead. Always jump in and respond correctly, then report the issue.
For Admins
- Bot prompt and logic are managed in GHL → Conversations AI or the external bot configuration
- When a wrong response is reported, review the conversation log to understand what triggered the bad reply
- Update the bot prompt or FAQ knowledge base to handle the scenario correctly
- After changes, test with sample messages before re-enabling
Escalation Script — When a Lead Got a Bad Bot Response
"Hey [Name]! Sorry about that earlier message — our system hiccuped. I am [Your Name] from Crowned Credit and I am here to help you personally. [Answer their actual question]. Let me know if you have any other questions!"
Page created: April 17, 2026 — triggered by repeated reports in #improvement-requests (HeyBlu: AI bot wrong/incomplete responses on Facebook, Apr 6 & Apr 15)
Known Recurring Incidents
- Apr 27, 2026 — Repeated replies: HeyBlu reported the bot was sending the same reply multiple times to the same lead. Cause: prompt loop when the lead message contained ambiguous intent. Fix: prompt-side dedupe rule added — bot now suppresses identical sends within a 60-second window per contact.
- Apr 25, 2026 — Bot sent the literal word "test": A test prompt accidentally went to a live lead during a prompt-tuning session. Process fix: prompt edits now go through the staging bot in #ai-bots first, never directly on the live config.
- Apr 5, 2026 — Repetitive opener phrasing: Bot used the same "Late night goals mode" opener twice in a single batch (contacts 967/968/973/974). Prompt strengthened with tone-matching rules.
- Apr 5, 2026 — Existing client misclassification: Frederick Cooper (already an active client) received a sales-angle opener before the bot self-corrected. Prompt updated: existing clients must be identified in message 1, zero sales pitch.
If the same incident type recurs after a fix, escalate immediately to Peter — the bot prompt may have regressed.