Testing and Debugging (Legacy)

Occasionally you will run into a situation where you're hitting an error. Perhaps when you try to use the emulator, an error message pops up, or perhaps when you're in the CRM, the AI isn't responding as it should. Before you contact support, there are a few things you can try to troubleshoot things for yourself!

Emulator Problems

The most common error that we see is one which says "Error Sending Query! Please Contact Support If This Continues!"

This can be one of a variety of different issues, but most of them are quite easy to test and fix! The most common reason we see this error pop us is from the user not having a payment method on file with OpenAI! Even if you have a trial with them, our system uses so many tokens, that we exceed the trial rate almost instantly, so you have to be sure that you have a payment method with them. You can check this at https://platform.openai.com/account/billing/payment-methods

The next potential reason for this is that you're exceeding the token limit for OpenAI! A variety of things can cause this, but the most common is using too large of a spreadsheet. By default, our system can handle about 20-30 entries in the knowledge base spreadsheet that you're using, and if you go over this, OpenAI can get overloaded as too many tokens are being passed to their side for the bot to handle! If you are in the 20-30 range, try removing a few entries and seeing if that fixes the problem, or sign up for our spreadsheet extension to get unlimited cells for your spreadsheet! In the same vein, if your prompt is too long, ususally about 1000 tokens or greater, this can also exceed the OpenAI token limit! You can check the length of your prompt at https://platform.openai.com/tokenizer

CRM Problems

If you're having issues in the actual CRM, the first step to take is to check if the emulator is also having issues! If so, try the steps above and see if the problem continues, but if not, there are some troubleshooting steps you can take on your own to try to fix the problem! The first thing to check is if you have the webhook formatted properly. It should be a default webhook and look like the one in the picture below! We have many optional data points you can include in the webhook, but at minimum, you must have the ones that are circled!

Make sure that you have all of the data points spelled correctly, and if you're still having issues, try checking the settings of the workflow that you're using. Make sure that you have allow multiple turned on!

Next, try checking the history of the workflow and see if the webhook is actually firing. If not, you may have an issue with your workflow, such as the path the contact takes not actually reaching the webhook, or an issue with the webhook itself, so make sure that you have the URL spelled correctly in the webhook!

If none of those were the issue, try going to the "notes" section in the contact that's having issues, as our system automatically adds notes mentioning some of the more common errors that we see!

If none of the above solutions worked, then get the location and contact ID that you've been testing with and send a message to us on Facebook with both of those and the issue that you've been having or email us at [e-mail], and we'll do our best to help!