FAQ & Common Errors
Last updated
Last updated
Error sending payload: 2534040 (#613): The rate limit has exceeded. Please retry again after some time.
Recommendation: Facebook and Instagram have rate limits according to the number of followers. This error occurs when your follower amount surges in a short period.
Error sending payload: 2534001 (#100): The thread owner has archived or deleted this conversation or the thread does not exist.
Recommendation: this error usually happens if the subscriber deletes the chat. In that case, it means they do not want to receive any more messages
In this document, you will learn how to add a live chat widget to your website. Currently, we support you to add a Facebook Messenger chat widget to your website or landing pages.
Create a Customer Chat widget You can go to your Facebook Messenger channel, and then go to Tools, and in the widget section, you can create a new widget.
Select Customer Chat in the dropdown, as per the instruction below:
Opt-in Flow
You can easily set up which of the chatbot flows you want to trigger when the user starts a live chat.
Simply choose a sub-flow, and select the flow you want to trigger.
Install Javascript Snippet
When you click the Install Javascript snippet button, it should popup the window below:
You should copy the script and paste the script to the header of your website or landing page.
Also, make sure your domain is authorized as well. If not, you can add your domain to the Authorize website section.
After you install the code to your website, refresh the page, the chatbot icon should show up on the website.
Customize the chat icon color
There are extra options to customize the color of the chat icon.
You can use the hex code to match your brand. Please note the preview will not change, but it will take effect on the live website.
Set up different greeting messages for logged in or logged out user
You can also set up different greeting messages for the login/logged-out user.
Configure when your chat icon should show up
in these settings, you can set up the time delay and also the open behavior of the chatbot icon.
You can choose to simply show the messenger bubble icon or you can choose to open the chat window when the page loads.
Please note that this will only show up when the customer is visiting your website for the first time.
Turn on/off of the guest mode
Guest mode is enabled by default for every Facebook page. To disable this feature use the link mentioned on the page, scroll down to the “Add Messenger to your website” section and click the “Get started” button. In the opened window you’ll need to find the “Let People Chat as a Guest” setting and disable the corresponding toggle.
Please note, you will see the option if you are the owner of the page.
The detailed instruction to turn off/on guest chat is below:
We see this questions a lot, basically if you type anything, the main flow keep triggering.
The main flow will trigger always that the bot doesn’t know what to answer.
Problem: Users report that the same flow is triggered repeatedly whenever they input anything into the chatbot, even if the input is not recognized.
Cause: This is the default behavior of the chatbot. When the chatbot doesn't understand the user's input, it triggers the default reply, which is the main flow if nothing else is set.
Set up an Empty Default Reply:
Navigate to the "Automations" tab.
Select the "Keyword" section.
Activate the "Default Reply" option.
Point the default reply to an empty flow.
"You can just point towards an empty flow if you like to so if you don't want the chatbot to send any additional information towards the subscriber you can point towards an empty flow"
Publish the empty flow.
This ensures that when a user enters unrecognized input, no message is sent back, preventing the repetitive main flow trigger.
Optional: Set up Notifications:
Instead of an empty flow, use a flow that sends a notification to an administrator or live chat agent.¡
This can be achieved by adding an "Action" block to the flow and selecting the "Notification" option.
You can also send a notification towards yourself or towards any kind of live chat agent right so you can just insert an action block go to add items go to notification you can send any of these notifications towards a live agent or yourself
Topic
Limit
Max execution time
40 seconds
Max Step Points
80 points
Default timeout for external request
15 seconds
Default timeout for OpenAI action
30 seconds
GoChat Native Object Storage Limit
1 Gb
Max Total Nodes
2000
Smart Delays
100 per user per 24 hours
Max Inbound Webhooks Requests
500 per 24 hours
Max OpenAI Embeddings
500
API Requests
1000 per hour
Googlesheet filter limit
Up till 5000th entry
Googlesheet API limit
3 requests per second
Broadcast error rate limits
No more than 100 errors within 5 mins
Chat history across all channels(send from user)
4 months
Chat history across all channels(send from bot)
3 months
Max file upload size limits
10MB
Media file size storage limits
100MB(free plan); 1GB(paid plan)
WhatsApp Media File Expire date
For meta cloud api, it’s 30 days by default; If you have connected S3 storage in the integration, the expire date is the same as the chat history.
First of all, GoChat has an "auto clean up bot user" feature which can help you control the bot user amount and prevent exceeding the "bot user limit" on your workspace.
If your workspace has a monthly or yearly subscription:
your workspace bot user limit will be increased automatically and therefore, your subscription fee increased.
This error is triggered whenever the bot tries to sent a sequence to a bot user who has been unsubscribed from the bot.
The user needs to be resubscribed in order to receive the sequences.
Once the bot user is resubscribed you can use the action in the basic action, subscribe to sequence to re-subscribe the use.
Or go to “bot users”, and select the contacts, and then in the “bulk action” dropdown, select “subscribe to sequence”.
For the user custom field, the max storage limit is 20000 characters. To solve the issue, reduce the character you are trying to save.
If you are saving the value from inbound webhooks or our internal integration actions, use data pre-processing to narrow down the value you want to save.
You can find the data preprocessing in the inbound webhook setting
You can also find the data preprocessing in the external request.
Please note, you might need developer skills to use the above data-preprocessing feature.
This error is usually triggered by an OpenAI integration action. The default timeout for openAI natively is 30 seconds after which gochat servers timeout. If a server timeout before receiving a reply back from OpenAI, this error is logged.
This error usually occurs when you try to integrate your database to gochat. The connection establishes however gochat is unable to verify the connection. In most cases the reason for this is incorrect credentials. There are cases where the IP isnt whitelisted and hence the connection fails to establish.
Input the correct credentials and the connection will be verified.
This error is triggered whenever you are trying to send a notification and the body/content of the notification is empty.
To resolve this, make sure that the body of the notification is not blank. If the body consists out of a custom field then check the bot user to see if that custom field populated properly.
This error is because the user has unsubscribed from your bot when sending the broadcast.
If you don’t want to see the error, you can add conditions in your broadcast flow, only send the broadcast to the user who subscribed to your bot.
And you can also choose to delete the unsubscribed user to keep only your engaged users in your chatbot.
You can create the triggers in the automation: User Unsubscribed from Bot, and trigger a flow with “delete user” action inside.
Our platform also has an auto clean up feature, you can find the settings in “Settings” -> General -> Bot Users Auto Cleanup(only the owner can see this setting).
This error is triggered when you try to use an OpenAI action but the workspace is not integrated with OpenAI yet.
To integrate OpenAI, Click on “Integration” from the dashboard of your workspace, search for OpenAI under the Artificial Intelligence tab and enter your OpenAI API Key.
Click on Save and make sure the connection says “Verified”
Note: Organization ID is optional, you can leave it empty.
This error is triggered when you trying to use a google-sheet action and the spreadsheet isnt selected.
There can be several other reasons as well. This could happen if you installed a template and the google sheet was not copied to your own account.
This can happen if your workspace does not have google sheets integrated yet and thus the installation of the template was not able to install a copy of the used google sheet to your account
Make sure you connect your Google account in Integration -> Data/File Storage, and also select the correct spreadsheet in the Google sheet action.
This error is triggered when you try to use an action which is only available to users on Pro plan. In order to use these actions, you will have to upgrade your workspace from free plan to business or partner plan.
This error is triggered whenever the bot tries to send a message to a bot user who is no longer subscribed to the bot.
You can use “opt-in” action in the flow builder, actions → basic actions. You can also resubscribe the bot users using “Subscribe to bot” action → basic actions.
The platform has the rate limits of max 100 sequence subscription. If you have subscribed to the sequence more than 100 times, you will receive this error.
You will need to optimize your “subscribe to sequence” action in your flow.
This usually happens when the user is testing flows, or having an endless loop somewhere in your flow design. Normally the limit is enough for the chatbot automations.You need to check your flow logic to fix the issue.
This error is triggered when you are trying to use a google sheets action and it's not integrated with your workspace.
To integrate Google Sheets, follow the video below:
https://youtu.be/WcjcU4MNAfA?si=2fztYimauhxy6l6U
Please make sure you give all the permission asked when you are connecting your Google sheet account.
This error means that you have reached your plan limits for both users. Hence the automations will not continue further.
You will need to delete bot users manually or set up automation deleting rules in the Channel, then go to settings, then “General”, and then set up “bot user limits” & “Bot users auto cleanup”.
Please note the bot user limits & cleanup settings are only available to the owner of the workspace.
Key Quote “If the value is set to zero, it means no cleanup. For example, you can set 90 days, and users inactive for more than 90 days will be removed if they also match any set conditions.”
This error is usually triggered when a broadcast is being sent or you are having huge conversation live traffic and it hits 100 errors per 5 minutes for your bot.
The broadcast will be paused temporarily.
gochat will keep counting the error messages every 5 minutes. If you have fewer errors than our limits, your broadcast or your bot will resume.
To resolve this error is to make sure you optimize your flow to handle the errors.
You can open your bot, and got to “Tools” -> Error logs, and then if you click “Node” in your error logs, it will redirect you to the flows, you can check and optimize your flow.
Note: If you are using rate limits feature, this error will also be logged if you exceed those limits.
In gochat flow designs, every node is considered one step.
It doesn’t matter how many actions you are using in that node, but between one user interaction to the next user interaction, you can’t have more than 30 steps. This will include the background or parallel flows that are triggered.
A few of the user interaction actions examples:
Question node - asking questions
Click buttons or quick replies
The user reply back to your bot
To resolve this error, try to optimize your flow logic(like break up bigger automations into small flows) and avoid endless loops.
If you are using “card element” in the send message block. you will need to make sure the card title has value.
If you are using a user custom field - variable in the card title, you will need to make sure the variable has the value. you can check this by looking at the bot user overview and select the bot user which has the error triggered for. Ensure that the custom field used for the card title has any value. If not then it means your steps before this node have an issue you need to troubleshoot somewhere
Otherwise, you will see the error. If you are using a user custom field in the card title, you can use the condition check before sending the card, and notify the admin if there is any issue like this.
Max 100 smart delay action can be triggered to every bot user. Inspect and modify the node causing the issue to prevent an endless loop that triggers smart delay actions, ensuring adherence to the 100-action limit per bot user within 24 hours.
Possible causes:
The error occurs when the bot user has received the maximum allowed 100 smart delay actions within 24 hours, potentially due to an endless loop triggered within your flow.
Possible solutions:
To address this issue, inspect the specific node in your flow that's causing the error and ensure that you haven't set up an endless loop automation.
Modify the automation logic to prevent the continuous triggering of smart delay actions and ensure that the limit of 100 actions is not surpassed. This involves adjusting the flow to avoid repetitive or infinite loops that might lead to exceeding the smart delay action limit.
These errors are mostly seen in channels like WhatsApp where the typing feature is not present. We updated our typing block to automatically convert to a waiting delay if the channel in question does not support typing. This way you do not have to use the smart delay anymore and could solve the issue of your problem.
We allow 1GB free storage for the upload files, if you need extra storage files, you can create a free cloudinary or S3 account, to store them.
You can also manage your content media library by going into your workspace’s dashboard and clicking on the My Contents tab.
First of all, Only support the tables with auto-increment primary key id
Also, Once the table is synced to gochat, we don’t delete the synced table even if it's deleted in your Postgresql database.
Because you might still use them in your chatbot datastore action. You can manually delete the table from the gochat side.
Please note, once the table is deleted from the gochat side, even if you sync the same table back to gochat, the datastore ID might still change.
The error message "Please contact support(#10102)" occurs exclusively for gochat partners when attempting to purchase a plan, due to insufficient partner credit to cover the plan's cost.
Possible Reason for the Error:
The occurrence of this error is linked to the insufficiency of partner credit available at the moment your client attempts to buy a plan.
As a gochat partner, when the credit balance is insufficient, this error surfaces, hindering the purchase process for the plan.
Possible Solution for the Error:
To resolve this issue, the suggested course of action is to recharge the partner credit.
By topping up the partner credit, there will be adequate funds to cover the cost of the workspace. This action will facilitate a seamless purchase process for your customers, enabling them to upgrade and purchase the desired plan without encountering this error.
The error "This team has too many team members for the selected plan" occurs when attempting to upgrade the plan, indicating an excess of bots or members in the current plan.
The solution involves removing surplus bots or members to fit within the limits of the current plan before upgrading.
Possible Reason for Error:
The error likely arises due to the current plan's limitation on the number of team members or bots, exceeding the permissible count for the desired upgrade. To resolve this, removing additional members or bots is necessary to fit within the constraints of the selected plan.
Possible Solution:
To resolve the issue, before upgrading the plan, ensure the number of team members or bots adheres to the limits set by the desired plan.
This involves removing excess members via the workspace settings and deleting surplus bots by navigating to "All bots," selecting the specific bot to delete, and choosing the delete option from the dropdown menu.
Once the excess members or bots are removed, proceed with the plan upgrade, and subsequently re-add the necessary members or bots accordingly.
Or you can upgrade to a higher plan which has more limits than your existing plan.
You might face this issue if you are importing contact into the bot user section, and the value is all special characters. This usually happens with RTL languages, like Hebrew, Arabic. It’s because of the encoding system isn’t supported well with RTL languages.
You will need to convert the import files into UTF-8 encodings first.
The solution will be:
(1) Open an Excel file where you have the info (.xls, .xlsx ) (2) In Excel, choose "CSV (Comma Delimited) (*.csv) as the file type and save as that type. (3) In NOTEPAD, open the saved .csv file in Notepad (4) Then choose -> Save As..and at the bottom of the "save as" box, there is a select box labeled as "Encoding". Select UTF-8 (do NOT use ANSI or you lose all accents etc). After selecting UTF-8, Choose select any type under "Save as type" then save the file to a slightly different file name from the original.
Important note, the title can’t be saved in Hebrew as it will throw an error when importing. So save the title in English format.
You can start with a free 14-day trial. Once you sign up, we’ll provide comprehensive tutorials and documentation to help you get familiar with the platform.
Yes, you can add more WhatsApp numbers, contacts, and collaborators to a plan. Plans and add-ons are charged monthly using account credits called points that can be bought in advance
A user is a unique identifier for a channel registered in GoChat. For example, for the WhatsApp channel, each phone number registered in GoChat counts as a user.
You can pay everything with your credit card using our Paypal integration. We don’t have subscription so we won’t charge you automatically to your card. You can purchase pre-paid credit to continue using GoChat as long as you want.
Yes, GoChat integrates with WhatsApp via QR code. This is a great way to start testing GoChat features.
Yes, we can arrange annual plans if necessary by contacting us.
Once the free trial concludes your account is downgraded to a temporal free plan where you can upgrade to a paid plan. You don’t lose any of your work when this happens.
Yes, you can cancel at any time by visiting your billing section and downgrade to a free plan. You will get a refund if you have pre-paid credit
Solution: Use .
From the Bot users section inside a Bot, you can export all the bot users, a csv file will be generated with all the system fields and the bot users fields that are pinned to the live agent.
