A common chatbot mistake
Your chatbot repeats itself, loops, or never answers
A typing indicator that never ends. The same reply to every question. A consent screen that comes back after every click. The customer can’t get past it.
Some bots don’t answer wrong, they don’t answer at all. The widget looks alive, the dots keep moving, nothing arrives. Or the first reply comes back again and again, whatever you ask.
From the inside this is invisible: the dashboard shows conversations, not conversations that went nowhere.
Do you move pianos?
(typing indicator for about 50 seconds, then nothing)
Your page says
Piano moves from $250
Services page
Can I book a haircut for Saturday?
(the bot’s first answer again, word for word)
Your page says
Saturday 9:00–16:00, book online
Booking page
Why it happens
It isn’t random
A broken flow step
Builder-style bots move through steps. One misconfigured step and the conversation never leaves it.
Timeouts nobody sees
When the model call takes too long, some widgets simply stop. No error, no fallback.
What it costs you
- Every stuck conversation is a customer who wanted to talk to you and couldn’t.
- A bot that obviously doesn’t work is worse than no bot: it tells visitors nobody is minding the site.
How we check
- 01We hold real multi-turn conversations, not single questions, and time every reply.
- 02Repeats, loops and silence are logged with recordings, so your developer can see exactly where it stops.
What the fix looks like
- Find the step that loops or times out and add a fallback answer with a link to the contact page.
- Monitor it: these failures come back after platform updates.
Where we see it
Other mistakes we find
Wrong prices
The bot finds the right table and reads the wrong row: the pricier room, the member rate, the other plan. Customers act on it.
Read moreInvented fees and policies
A delivery charge, a refund window, a fee: confident, specific and nowhere on your site. This is the answer that ends up in a dispute.
Read more“We don’t have that”
The answer is on your pricing page, your FAQ, even your home page. The bot says it can’t share it, it isn’t announced, or it doesn’t exist.
Read moreAnswers a different question
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
Read moreBroken after an update
An expired key, a changed model, a moved page. The bot shows an error to every visitor, and it can go on for days.
Read moreName and email first
Asked a question your FAQ answers in public, the bot asks for a name, email or phone number first. Most visitors close the chat.
Read moreSee your assistant answer your customers first
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.