> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Bots

> Fix the most common rule-based bot problems: a bot that doesn't reply, button replies that do nothing, chats that close or unassign early, and handoffs that go to the wrong person.

> **Who can use this?**
>
> * Owners and Admins, and roles that can update bots and channels, to change settings.
> * Anyone who needs to work out why a bot behaved unexpectedly.

<Info>
  Most bot problems come from two places: who the conversation is assigned to, and the bot's wait time. For the full picture, see [How conversations reach a bot](/ai-agents-and-bots/how-conversations-reach-a-bot) and [Bot wait time and drop-off](/ai-agents-and-bots/bots/wait-time-and-drop-off). For Chat AI Agents, see [Chat AI Agent FAQs](/ai-agents-and-bots/chat-ai-agent/faqs).
</Info>

## The bot doesn't start or doesn't reply

<AccordionGroup>
  <Accordion title="My bot doesn't reply when a customer messages">
    A bot only replies in a conversation assigned to it. Check in this order:

    <Steps>
      <Step title="Is the conversation already open with someone?">
        An open conversation keeps its owner, whether that's a team member, a team, or **Unassigned**, so the bot doesn't start. Resolve the conversation and try again. To take over an open chat, use [reply settings with override](/ai-agents-and-bots/how-conversations-reach-a-bot#override-the-current-assignments) or **Trigger agent** in the inbox.
      </Step>

      <Step title="Is the bot the channel's default?">
        Check the channel's **Assignment Rules**: **Assign New Conversation to** should be **Agents**, with your bot selected. See [Set the default bot](/ai-agents-and-bots/how-conversations-reach-a-bot#set-the-default-bot-for-new-conversations).
      </Step>

      <Step title="Is an override sending the chat to a person?">
        Under **Assignment Rules**, the "reassign to the same user" and "assign to the contact owner" overrides win over the bot.
      </Step>

      <Step title="Is the flow published?">
        Drafts never run.
      </Step>

      <Step title="Does the keyword match the whole message?">
        "hi" matches "Hi" but not "hi there". Use **Regex Match** for partial matches. See [Keyword matching](/ai-agents-and-bots/how-conversations-reach-a-bot#keyword-matching).
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="The bot only works after I resolve the chat">
    That's expected. While a conversation is open, new messages stay with its current owner, and the bot doesn't start. Once it's resolved, the next message opens a new conversation that the default bot can pick up.

    When testing from your own phone, resolve the test conversation before each test.
  </Accordion>

  <Accordion title="Tapping a template or broadcast button does nothing">
    <Steps>
      <Step title="Check where replies go">
        In the template's **Configurations → Reply Settings**, or the broadcast's **Broadcast reply settings**, check that **Assign to** is set to your bot.
      </Step>

      <Step title="Check the override">
        If the chat may already be open with someone, tick **Override the current assignments?**.
      </Step>

      <Step title="Check a flow matches the button">
        The bot needs a flow whose keyword or **Payload** matches the button.
      </Step>

      <Step title="Check how the customer replied">
        Reply settings work when the contact taps a button or swipes to reply. For broadcasts, a plain-text reply also counts if it comes within 7 days.
      </Step>
    </Steps>

    See [Send button replies to a bot](/ai-agents-and-bots/how-conversations-reach-a-bot#send-template-and-broadcast-button-replies-to-a-bot).
  </Accordion>

  <Accordion title="Leads from my Click-to-WhatsApp ad get the wrong bot">
    An ad flow belongs to a bot, so the ad conversation has to reach that bot first.

    1. Make that bot the channel's [default bot](/ai-agents-and-bots/how-conversations-reach-a-bot#set-the-default-bot-for-new-conversations).
    2. In the **CTWA Ad Based** flow, check **For Specific Ads** and the **Ad Id**, or use **For Any Ads**.
    3. If the lead already had an open chat with a team member, the ad flow won't start.
  </Accordion>

  <Accordion title="My keyword doesn't trigger the flow">
    * The whole message must equal the keyword. Capitals are ignored unless **Case Match** is on.
    * For "contains" matches, use **Regex Match**.
    * "stop" can't be a keyword. It's reserved for marketing opt-out.
    * The conversation must be assigned to the bot. See the first question on this page.
  </Accordion>

  <Accordion title="A different flow started than the one I expected">
    When more than one published flow matches, the most recently created one runs. Keep keywords distinct across flows. Ad, form and order flows are checked before keyword flows. See [Which flow wins](/ai-agents-and-bots/how-conversations-reach-a-bot#which-flow-wins).
  </Accordion>

  <Accordion title="Typing another keyword doesn't switch flows">
    While a flow is waiting for an answer, the customer's message is treated as that answer. Another flow's keyword won't interrupt it.

    Replying to the message that started the flow starts matching again. You can also move the customer yourself with **Trigger agent** in the inbox.
  </Accordion>
</AccordionGroup>

## The bot stops, times out or closes early

<AccordionGroup>
  <Accordion title="The chat was closed or unassigned before my wait time">
    <Steps>
      <Step title="Check flow-level drop-off">
        If **Enable flow-level drop-off** is on in this flow, its wait time replaces the bot's.
      </Step>

      <Step title="Check for the 3-minute default">
        New bots wait 3 minutes, then run **Unassign Conversation**.
      </Step>

      <Step title="Check the flow itself">
        A **Resolve Conversation** node, or a flow-finish action, closes the chat on purpose.
      </Step>

      <Step title="Check when the conversation started">
        A conversation keeps the bot wait time it started with. Test a new wait time on a new conversation.
      </Step>
    </Steps>

    Auto resolve chat and agent fallback don't act while a bot is handling the chat.

    If every setting matches and the chat still closes early, contact support. See [When to contact support](#when-to-contact-support).
  </Accordion>

  <Accordion title="The bot waited longer than I set">
    Nudges add to the wait. The wait time starts after the last nudge. See [Nudge before dropping off](/ai-agents-and-bots/bots/wait-time-and-drop-off#nudge-before-dropping-off).
  </Accordion>

  <Accordion title="The wait time passed but nothing happened">
    The bot only runs its timeout actions if the customer didn't reply and nobody took over. Check that **What should the agent do after the designated wait time?** has at least one action.

    If your settings are right, contact support. See [When to contact support](#when-to-contact-support).
  </Accordion>

  <Accordion title="The bot's timeout message wasn't sent">
    A team member or another bot took over, or the chat was already resolved. In both cases the bot skips the message.
  </Accordion>
</AccordionGroup>

## Handoff and assignment

<AccordionGroup>
  <Accordion title="Leads go to the wrong team member after the bot">
    Check two places:

    1. The **Assign Conversation** node in the flow.
    2. **What actions should the agent take after the flow completion?** in the flow's settings (**Edit Flow**).
  </Accordion>

  <Accordion title="The bot said it's connecting the customer, but nobody got the chat">
    * When the bot assigns to a team, the team's own **Assignment Rules** decide who gets it. With **Round-robin**, it goes to the next available member. With **Unassign**, it goes to **Unassigned**.
    * A flow-finish action set to **Unassign Conversation** undoes the handoff.
    * Check the node points at the team or person you expect.
  </Accordion>

  <Accordion title="Returning customers skip the bot">
    Under the channel's **Assignment Rules**, **Override the above rule and reassign the conversation to the same user who previously handled the conversation** is ticked. Returning customers go straight to the team member who helped them last time.
  </Accordion>

  <Accordion title="Chats sit in Unassigned after the bot">
    Common causes:

    * The bot's wait time ran out, and the default action is **Unassign Conversation**.
    * None of the bot's flows matched the customer's next message, so the bot let go.
    * The flow assigned to a team whose assignment rule is **Unassign**.
  </Accordion>
</AccordionGroup>

## Integrations inside a flow

<AccordionGroup>
  <Accordion title="Only 10 items show in my list">
    A WhatsApp list message shows at most 10 rows. Split longer lists into pages, or into more than one step. See [Send Nodes](/ai-agents-and-bots/bots/nodes/send-nodes).
  </Accordion>

  <Accordion title="My CRM or Google Sheets step fails, so the chat never gets assigned">
    A connected app's login can expire or lose permissions. Reconnect the integration, then run the flow again. See [Connectors](/ai-agents-and-bots/bots/connectors).
  </Accordion>
</AccordionGroup>

## When to contact support

If your settings match what you expected and the bot still behaves differently, email **[support@gallabox.com](mailto:support@gallabox.com)** with:

* the bot name and the flow name,
* a sample contact number where it happened,
* roughly when it happened (the time of the bot's last message helps most), and
* what you expected and what happened instead.

## Related articles

* [How conversations reach a bot](/ai-agents-and-bots/how-conversations-reach-a-bot)
* [Bot wait time and drop-off](/ai-agents-and-bots/bots/wait-time-and-drop-off)
* [Flow Builder](/ai-agents-and-bots/bots/flow-builder)
* [Chat AI Agent FAQs](/ai-agents-and-bots/chat-ai-agent/faqs)