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Common Issues & Troubleshooting ​

TL;DR:

  • If your bot is silent, check the Publish status and Start Node connection.
  • If a feature is locked, verify your Plan Limits in workspace settings.
  • If users appear twice in the CRM, remember that records are Bot-scoped.

Who this is for ​

  • Bot Builders — who encounter unexpected behavior in their scenario flows.
  • Workspace Admins — who manage billing, limits, and user access.
  • Support Teams — as a first-line reference for common user queries.

What you will learn ​

  • How to verify if your bot is live and responsive.
  • Identifying and resolving logic errors in scenarios.
  • Managing plan-related restrictions.
  • Understanding CRM data patterns.

Overview ​

Building a bot involves many moving parts: scenario logic, Telegram API rules, and platform limits. This guide organizes common friction points into categories to help you resolve them quickly. If your specific issue isn't listed here, check the FAQ section or contact our support team.

Common Issues ​

Scenario Issues ​

Scenario not running ​

Symptom
The bot is completely unresponsive to any command or message.

Why it happens
The most common cause is that the latest changes haven't been published, or the Start Node is not connected to any subsequent actions.

How to fix

  1. Open the Scenario Editor.
  2. Click the Publish button to ensure your latest flow is live.
  3. Check that the Start Node has a connecting line to your first message or action.
  4. Verify the bot's status in Bot Settings (must be "Active").

Message not sent ​

Symptom
The scenario flow reaches a Message Node, but no message appears in the Telegram chat.

Why it happens
This usually happens if the user has blocked the bot, or the message contains invalid formatting (e.g., broken Markdown tags or empty variables).

How to fix

  1. Check the CRM Activity for the user to see if an "Error" event was recorded.
  2. Verify that any variables used in the message (e.g., {{var.user_email}}) are actually set for that user.
  3. If using Markdown, ensure all tags are properly closed.

Condition not working as expected ​

Symptom
The flow always takes the "Else" (False) path, even when the user meets the requirements.

Why it happens
Variables might be compared with the wrong type (e.g., comparing a string "5" to a number 5) or the variable name contains a typo.

How to fix

  1. Review the Condition Node settings.
  2. Double-check the variable name matches exactly (including capitalization).
  3. After publishing, test your scenario in Telegram and check the CRM to see the actual values of variables during execution.

Random branch not triggering ​

Symptom
A specific path in a Random Node is never selected over multiple trials.

Why it happens
Random distribution is statistical. In small samples, it is common to see one path repeat several times. Also, ensure the weights for each path are not set to 0.

How to fix

  1. Check the weights assigned to each exit link in the Random Node.
  2. Run more test sessions to observe the distribution over time.

Schedule not triggering ​

Symptom
The bot does not send a scheduled message at the expected time.

Why it happens
The user may have already entered a different part of the scenario that cancelled the pending schedule, or the bot was unpublished when the schedule was due.

How to fix

  1. Check if the user is in an active session that prevents new triggers.
  2. Verify the Timezone setting in Settings → Workspace → General matches your intended timezone.

Billing Issues ​

Cannot create new bot ​

Symptom
The "Create Bot" button is disabled or shows an error.

Why it happens
You have reached the maximum number of bots allowed for your current subscription plan.

How to fix

  1. Go to Settings → Billing to check your current limits.
  2. Delete an unused bot or upgrade to a higher plan.

Limit reached ​

Symptom
The bot stops responding mid-month or certain nodes return errors.

Why it happens
You have exhausted your monthly "Scenario Runs" or "AI Tokens" limit.

How to fix

  1. Monitor your usage in the Workspace Dashboard.
  2. Upgrade your plan to increase monthly capacity.

Feature unavailable ​

Symptom
A specific node (like the AI Agent or HTTP Node) is greyed out or shows a "Pro" badge.

Why it happens
Certain advanced features are only available on higher-tier plans.

How to fix

  • Review the Plans and Limits page to see which features are included in your plan.

CRM Issues ​

User not appearing in CRM ​

Symptom
A user is interacting with the bot, but you cannot find them in the CRM list.

Why it happens
The CRM list defaults to showing users of a specific bot or uses filters that might hide the user.

How to fix

  1. Ensure the Bot Filter is set to "All Bots" or the correct bot.
  2. Clear any active search queries or status filters.

Duplicate users confusion ​

Symptom
The same person appears twice in the CRM list.

Why it happens
This is intended. Users are tracked per-bot. If someone uses two of your bots, they will have two separate records.

How to fix

  • Use the Telegram ID column to identify the same person across different bots.

No interaction history ​

Symptom
The user's profile shows no messages or activity events.

Why it happens
The user may have only just started the bot, or history is only tracked starting from the moment you published the current scenario version.

How to fix

  • Ask the user to interact with a button or send a message to generate history data.

AI Issues ​

AI response empty ​

Symptom
The AI Agent node completes its execution, but the output variable is empty.

Why it happens
The prompt might be too restrictive, or the AI provider returned an error due to safety filters or token limits.

How to fix

  1. Check the Activity Log for "AI Provider Error" messages.
  2. Simplify the System Prompt and try again.

AI output unexpected ​

Symptom
The AI provides irrelevant or "hallucinated" answers.

Why it happens
The Temperature setting might be too high, or the context provided to the AI is insufficient.

How to fix

  1. Lower the Temperature in node settings for more predictable answers.
  2. Refine the Knowledge Base or instructions provided to the AI node.

AI node not available ​

Symptom
The AI Agent node cannot be added to the scenario.

Why it happens
Your workspace has not configured an AI Provider API key, or your plan does not support AI features.

How to fix

  1. Check Settings → AI Providers.
  2. Verify your plan supports the AI Agent node.

When to Contact Support ​

If you have followed the steps above and still experience issues, please contact our support team.

Contact us if:

  • An issue persists even after following the "How to fix" steps.
  • You encounter unexpected billing errors or payment failures.
  • Data appears to be missing or corrupted (e.g., variables disappearing).
  • You experience platform-wide slowness or downtime.

INFO

When contacting support, please provide your Workspace ID and the UUID of the affected bot to speed up the investigation.

FAQ ​

  • Q: Why is my scenario not working?
    A: Check if you have Published the latest changes. Unsaved or unpublished changes will not be visible to users in Telegram.

  • Q: Why do I see duplicate users?
    A: Our CRM is bot-scoped. Each record represents a user's relationship with a specific bot. If a user interacts with multiple bots in your workspace, they appear as separate entries to maintain separate variables and history.

  • Q: Why can't I use the AI node?
    A: The AI node requires a Pro plan or higher. Additionally, you must ensure your workspace has an active AI provider configured in settings.

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