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Chatbot Troubleshooting

  • Published on Apr 6, 2026
  • 1 minute(s) read
  • dharani thangarasu
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# Chatbot Troubleshooting

Find solutions to common issues with the Document360 Chatbot.

Issue: Chatbot Is Not Appearing on the Portal

Possible Causes & Solutions:

  1. Chatbot is disabled – Go to Settings → Chatbot and ensure the toggle is ON.
  2. Embed code missing – If using a custom website, verify the embed script is added correctly before the </body> tag.
  3. Browser cache – Clear your browser cache and reload the page.
  4. Ad blocker – Disable ad blockers or whitelist your domain.

Issue: Bot Is Giving Incorrect Answers

Possible Causes & Solutions:

  1. Outdated content – Ensure all articles are up-to-date and republished.
  2. Low confidence threshold – Increase the threshold in Settings → Chatbot → Configuration.
  3. Missing content – Create articles for topics the bot is failing to answer.
  4. Re-train the bot – Go to Settings → Chatbot → Training and click Re-train Now.

Issue: Bot Shows "I Don't Know" Frequently

This is usually caused by content gaps. Steps to resolve:

  1. Review the Unanswered Questions report.
  2. Create or update articles for frequently asked but unanswered queries.
  3. Add FAQ sections to existing articles.

Issue: Escalation Is Not Working

  1. Verify escalation is enabled in Settings → Chatbot → Escalation.
  2. Check the escalation channel configuration (e.g., webhook URL, email address).
  3. Test the escalation trigger manually.

Issue: Analytics Data Is Not Loading

  1. Ensure you have Admin or Owner role access.
  2. Try a different browser.
  3. Contact Document360 Support if the issue persists.

Summary

Most chatbot issues can be resolved through settings verification, content updates, or a manual re-train. For persistent issues, contact Document360 Support.