Bot Issues
Bot not responding, incorrect results, escalating too much, or responding in the wrong language.
Bot Issues
Trochai's AI assistant processes incoming WhatsApp messages, searches for relevant properties, and generates automatic responses. This guide helps you diagnose issues when the bot is not behaving as expected.
The Bot Is Not Responding to Messages
If a contact sends a WhatsApp message and the bot does not generate any response, check the following points in order:
Verify the Bot Is Enabled Globally
The bot has a main toggle at the organization level. Go to Settings > Bot and confirm the bot is enabled.
If the toggle is off, the bot will not respond to any conversation, regardless of individual settings.
Verify the Bot Is Enabled for the Conversation
Each conversation has its own bot toggle in the toolbar. Open the conversation in the inbox and check that the bot toggle is on.
The bot is automatically disabled in a conversation when:
- An agent replies manually (the bot pauses to avoid interference).
- Someone replies from the WhatsApp Business app directly (coexistence).
- The bot escalates the conversation to a human agent.
- An agent manually disables the bot.
To reactivate it, click the bot toggle in the conversation toolbar.
Check the AI Message Limit
The bot consumes AI messages from your plan. If your monthly quota is depleted and you have no additional credit packs, the bot will stop responding.
Go to Settings > Billing and check your AI message usage. The limits by plan are:
| Plan | AI Messages per Month |
|---|---|
| Solo | 500 |
| Pro | 2,500 |
| Enterprise | 10,000 |
If you have reached the limit, you can purchase a credit pack or wait for the next billing cycle.
Check the Message Debounce
The bot waits 30 seconds of silence after the contact's last message before generating a response. This is intentional: it groups multiple consecutive messages into a single response to avoid replying to incomplete messages.
If the contact is sending multiple messages in a row, the bot will wait until they stop. The maximum wait time is 3 minutes from the first message.
Verify the Message Is Text
The bot only processes text messages. Image, video, audio, document, sticker, and location messages do not trigger the bot. If the contact only sent a photo or a voice note, the bot will not respond.
Check the 24-Hour Window
The bot can only send free-form text messages. If the 24-hour window is closed (a very rare scenario since the contact just wrote), the bot will not be able to send its response. See 24-Hour Window Issues for more information.
The Bot Gives Incorrect Search Results
If the bot responds but suggests properties that do not match what the contact asked for, the issue may be with the data or the embeddings.
Check Property Data
The bot searches for properties using a combination of structured filters (price, location, bedrooms) and semantic search (AI embeddings). If property information is incomplete, the search will be less accurate.
Make sure the properties in your inventory have:
- Correct category (house, apartment, lot, etc.)
- Complete location (province, canton, district)
- Updated price
- Number of bedrooms and bathrooms
- A detailed description that includes the most relevant features
- Selected amenities
Check Embeddings
Embeddings are numerical representations of your property content that the bot uses for semantic search. They are generated automatically when you create or edit a property.
If you suspect the embeddings are outdated:
- Edit the property in question (you can make a minor change to the description).
- Save the changes. This automatically regenerates the embedding for that property.
When you update a project, the embeddings for all properties associated with that project are automatically regenerated. This ensures that project information (amenities, construction status, developer) is reflected in property searches.
Search Does Not Find Properties That Exist
If the search returns zero results even though you have properties that should match:
- Verify the property is active. Only properties with "active" status appear in bot results.
- Check location filters. If the contact asks for properties in "Escazu" but the property is registered as "San Rafael de Escazu", the exact filter search might not find it. Semantic search should handle these cases, but it works better with complete data.
- The bot escalates after 3 empty searches. If the bot cannot find properties in 3 consecutive attempts for the same conversation, it automatically escalates the conversation to a human agent.
The Bot Escalates Too Much (or Too Little)
Escalates Too Much
The bot escalates to a human agent in the following cases:
- The contact asks to speak with a human or the bot classifies the intent as "escalation".
- Confidence in the intent classification is low.
- No properties were found in 3 or more consecutive searches.
- The contact wants to schedule a visit but there are no agents or time slots available.
- The AI message limit of the plan has been reached.
If the bot escalates too frequently, check:
- That your properties have complete and detailed data.
- That the bot's custom instructions (if configured on your Pro or Enterprise plan) are clear and do not contain contradictory directions.
Does Not Escalate When It Should
If the bot keeps responding when the contact clearly needs an agent, keep in mind that the bot is designed to try resolving the query first. The contact can write phrases like "I want to speak with a person" or "I need an agent" to manually trigger escalation.
The Bot Responds in the Wrong Language
The bot responds by default in Spanish. The bot language is configured at the organization level.
If the bot is responding in a different language than expected:
- Go to Settings > Bot.
- Check the language configured for the bot.
- Adjust the language if necessary.
The bot can detect the contact's language and adapt its response if configured to do so through custom instructions. This functionality is available on the Pro and Enterprise plans.
The Bot Takes Too Long to Respond
The bot's response time depends on several factors:
- 30-second debounce: The bot waits 30 seconds of silence before generating a response. This is normal.
- AI processing: Response generation takes an additional 2-5 seconds depending on the query complexity.
- Property search: If the bot needs to search for properties, this adds 1-2 seconds.
In total, the bot's normal response time is 32 to 38 seconds after the contact's last message. If the bot takes more than a minute, there may be a temporary issue with the AI service.
Next Steps
- To configure the bot, see the Bot Configuration section.
- To understand how the bot works internally, see How the Bot Works.
- If the bot is not responding due to lack of credits, see Credit Packs.
- If the bot is not responding and you suspect a connection issue, see Connection Issues.