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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)

  1. Screenshot the conversation — capture the lead question and the bot response
  2. Take over the conversation manually — respond to the lead correctly so they are not left hanging
  3. 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)
  4. 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)

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