Hello,
I have set up a chatbot but it is displaying an error message that says,
“The chatbot is experiencing problems. If the issue is related to your current case, you can withdraw it by typing ‘cancel’.”
So, I simplified the flow and only included start, assignment, and end shapes to test the bot, but the error message still appears.
Additionally, when I give the input ‘cancel’, it responds with the message “Sorry, I did not understand .”
Can you please help me resolve this issue?
Thanks,
Koti.
@Kotireddy Sanagala
Hey Koti,
I see you got no replies to your post over the last years. Did this problem ever get solved? I’m currently experiencing the exact same issue.
Regards, Pascal
@Koti Reddy Sanagala it would help to see the longer debug logs.
What is your Pega version?
Note that if the environment is on premises or accessible internally only, you will need to follow the steps here to allow communication with the Digital Messaging Service: https://docs.pega.com/bundle/platform-88/page/platform/conversational-channels/configuring-premises-digital-messaging-access.html
Do you see any message access denied/privilege errors for the rules , perhaps similar to a hierarchy mismatch?
Make sure that the chatbot is trained to detect simple topics out of the box. If the issue persists, you might want to check the entity extraction model and the conversation smart shapes. If the ‘cancel’ command is not working, it might be because the chatbot is not trained to recognize this command. You might need to add this command to the chatbot’s training data. If you’re still having trouble, it might be helpful to consult the Pega Academy hands-on exercises related to creating a chatbot channel and configuring a chatbot with web messaging for more detailed steps.
Troubleshooting conversational channel issues > Creating or processing a business
Editing the conversation smart shapes
Creating a chatbot channel
I would suggest that you debug flows and then log a support issue via the MSP where you can provide the tracer xml and network trace.
Please provide the INC id here so that we can help track it.
@MarijeSchillern Hi
Thank you for your suggestions. and yes Now it is working, it is just that we didn’t pass any keys in the Class group of the class. Once we passed the key it started working.
Thanks, Koti
@Pascal Dietvorst Hi
Yes, Now the issue is resolved. The bot showed an error because we did not pass any keys in the Class group. Once we passed pyID, it started working well again.
Thanks
Koti.
@Koti Reddy Sanagala Hi, May i know in which class group we need to update this pyID ?
@VISHNUKATIKIREDDY HI
We passed it for the case-type class we called in the Chatbot.