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.