Operator guide
Troubleshooting
The handful of issues most likely to surface during setup and a pilot, and the first thing to check for each.
The bot doesn't reply
If a customer messages your bot and nothing comes back, check in this order:
- Are you activated? An inactive bot rejects inbound messages by design. See Activate your bot.
- Is the item prompt set? The first reply is your item prompt — an empty prompt means no reply.
- Are the webhooks registered? Re-save the operator card to re-register them; the status indicator should confirm both bots.
A quote reply didn't relay
If you replied with a price in the internal channel but the customer never got the quote, the most common cause is replying to the wrong thing.
Use Telegram's reply action
The quote is linked to a customer through the forwarded post you reply to. Make sure you used Telegram's Replyon the correct item forward — not a fresh message in the channel, and not a reply to a different customer's post.
The booking form won't extract details
If a customer confirms and sends their details but the booking never completes, the answer usually couldn't be read cleanly. Check:
- The customer used the expected formats —
YYYY-MM-DDfor dates, 24-hourHH:MMfor times. Hinting these in your field labels prevents most failures. - If extraction is failing across the board (not just one customer), it's likely an AI service or quota issue on the deployment — flag it to whoever runs your instance.
No calendar event was created
A confirmed booking with no calendar event usually comes down to one of three things:
| Cause | What to do |
|---|---|
| No calendar connected | Connect one in settings. Activation doesn't require it, so it's easy to miss. |
| Conflict couldn't be resolved | The customer's slots clashed through all 3 retries — your internal channel was alerted to schedule manually. |
| Calendar authorization expired | Reconnect Google Calendar from the settings card. |
During a pilot, your internal channel is your dashboard — most problems announce themselves there with an alert before a customer ever notices.