When Assistant doesn't work
The usual reasons the chat does not show, the bot does not answer or answers without AI, an order is not found, the code does not arrive or a setting cannot be changed — and what to do.
Start with the bar at the top of Assistant: if the workspace's plan limits the bot, it says so there.
The chat does not show on the site
Check in this order:
- The bot is active — Статус (Status) активен in Настройки (Settings): Bot settings.
- Where it shows — Режим (Mode) is На сайта (On the site); in Само за преглед (Preview only) only a browser that opened the secret link sees it, for 14 days.
- The page — not excluded by Никога на тези страници, and in Само на тези страници if you filled it.
- The code is on the page — the Monfri script (then the bot whose settings were saved last shows) or the embed code before
</body>. - It is not a demo bot — a demo bot answers only in the dashboard.
- Assistant is not stopped — the bar Assistant е спрян (Assistant is stopped) means it is off for the workspace or access is stopped in Monfri.
More: Where the chat shows.
The bot does not answer
- Възникна грешка. Опитайте пак. (Something went wrong. Please try again.) in the chat — a passing problem; try again in a moment. If it stays, write to support with the time.
- The bot stays silent after a handover on a sensitive topic — a person must answer: Chats.
- A colleague took the conversation (Поет) — the bot is silent while a person has it. Върни на бота (Return to the bot) hands it back.
The bot answers without AI
The bar says Ботът работи без AI (The bot is running without AI) and why:
- Пробният период изтече или има неплатена сметка (The trial has ended or a bill is unpaid) — choose or pay a plan: Plans, the trial and read-only mode.
- Този месец AI лимитът е надхвърлен с повече от 20 % (This month the AI limit is over by more than 20 %) or the same for conversations — the AI returns on the 1st or with a larger plan: Change your plan.
Meanwhile the bot answers from its menu and your questions and answers, and offers Колега (Colleague).
The bot does not find an order
It needs both the order number and the e-mail the order was placed with; the order must already be in CDP; after 5 failed tries in a conversation it stops looking: Store data, orders and products.
The verification code does not arrive
Spam folder; your store's sender in Push must be verified; 3 codes per conversation and 5 per address an hour: Checking who the customer is.
A setting cannot be changed
Само администратор на Assistant може да прави това.
(Only an Assistant administrator can do this.) Ask an owner or admin for Assistant access Admin: Service access.
Ролята ви в Assistant е само за преглед — отговорите и решенията са за роля Агент или Администратор.
(Your role in Assistant is view-only.) Answering and approving need Editor or Admin access.
Услугата Assistant е изключена за тази организация в Monfri. Настройките са само за четене.
(Assistant is switched off for this organisation in Monfri. Settings are read-only.) An owner or admin activates it again: Open, activate and deactivate services.
Достъпът до Assistant е спрян от Monfri. Настройките са само за четене — свържете се с нас.
(Access to Assistant was stopped by Monfri.) Write to [email protected].
Планът ви позволява 1 активен бот. Изключете друг бот или преминете на по-голям план в Monfri.
(Your plan allows 1 active bot.) Switch another bot off or move to a larger plan.
You cannot open Assistant
- You don't have access to Assistant in this workspace. Ask a workspace admin to grant it. — your role in the workspace does not include Assistant: Service access.
- Assistant is not active for this workspace. — an owner or admin activates it: Open, activate and deactivate services.
- Сесията изтече — пренасочване към вход… (The session expired — redirecting to sign-in…) — Assistant signs you in again through Monfri by itself.
Still stuck
Write to [email protected] with the bot's name and the time of the conversation: How to get help.