CloseBot is set up with multiple failovers in place to make sure your messages don’t get lost forever. Sometimes, you may be confused why your bot is deciding not to respond and this article will help you determine why!
1. Message Comes Into CRM
This may seem like a no-brainer, but the first thing to check when determining why CloseBot isn’t responding is to determine whether you’re actually receiving the message in your CRM.
2. Received Message Sent to CloseBot
Ok so new messages are showing up in your account, but the bot isn’t responding 🤔 First let’s check the contact settings to make sure the contact doesn't have the tag AI OFF on them... this tag is sometimes added automatically by CloseBot on a contact depending on your Bot Settings page. For example if you have the Stop for Aggression option on or Stop When All Goals Accomplished.
If AI OFF tag isn't on the contact, we need to check the workflow you created during initial setup details about any errors that happened
Click Execution logs and then click the MORE DETAILS button next to the Webhook Action
This will either tell you that your message is being processed OR tell you about an error that has occurred.
410 – Your API key isn’t valid, did you remember to update the Settings > Custom Value > CloseBot API Key to reflect your API key within your CloseBot Account?
420 – Your CloseBot account is out of credits... need to go buy some more or insert your OpenAI key for this bot? You must have a positive balance of CloseBot credits to run CloseBot, even if you are using an OpenAI or Anthropic API key
450 – The bot you’re attempting to use has a limit cap that it has hit, that was set up in your CloseBot settings. Was that an accident?
460 – You hit the limit of how many messages you can send per your account level over a 30 day span... thinking about upgrading to a higher tier plan? If this is a sub-account, have the CloseBot agency increase your message limit to a higher number within their white-label portal
480 - This account isn't connected to a bot, have you downloaded the CloseBot app and connected to a bot? Do that
5xx – Any 500 error means you should contact the admin ⚠️
If you’re seeing a successful execution here (message sent to CloseBot for processing), that means your message was sent to CloseBot. You can verify by going to your CloseBot dashboard and searching for the message in the dashboard.
3. CloseBot Determines the Perfect Response
At this stage, CloseBot has received the response and will process it. Once you find the inbound message, you can search the contact ID in your CloseBot portal to see if the bot responded to this message. Again let’s reference this example where the contact of ID 3087786247 said “It’s bad”. You can enter the contact ID in the search bar to search for all messages to/from this contact.
Here you can see not only did CloseBot receive the message from your CRM, but it also sent a response that it generated. You can even click on these messages to see the whole message packet sent back to your CRM.
If the message is displaying in RED, clicking it will tell you the error that was encountered.
4. Response is Sent
At this point if your response is not sent, go to your account and double check it's still connected! If the connection is broken and you didn't disconnect it yourself, contact us. Your CRM may have had an issue on their end that dropped the connection and we can expedite support with your CRM provider. In the meantime, click to connect again.
Still lost? Connect with our live chat support!