❓ FAQ and Troubleshooting - Crafter.ai

This guide contains frequently asked questions, solutions to common problems, and best practices for optimizing the use of Crafter.ai.

🎯 Frequently Asked Questions (FAQ)

🚀 Introduction and Setup

Q: How long does it take to create the first chatbot?

A: For a basic functioning chatbot:

• Quick Setup: 15-30 minutes
• Complete Setup: 2-4 hours
• Advanced Setup: 1-2 days

The time depends on the complexity of the knowledge base and the number of customized Q&A.

Q: Can I create multiple chatbots with the same account?

A: Yes, the number depends on the plan, see the pricing page at this link

Q: What languages does Crafter.ai support?

A: Fully supported languages:

• 🇮🇹 Italian
• 🇬🇧 English
• 🇧🇷 Portuguese (Brazil)
• 🇪🇸 Spanish
• 🇫🇷 French
• 🇩🇪 German

Q: Can I change the language of the chatbot after creating it?

No

🎓 Teaching and Knowledge Base

Q: How many Q&A can I create?

A: You can create unlimited Q&As.

Q: What file formats can I upload?

A: Supported formats:

• Documents: PDF, DOCX, DOC, TXT, RTF, Excel, CSV, JSON
• Max size: 10MB per file

Q: Can the chatbot learn automatically from conversations?

A: No, Crafter.ai does not have automatic self-learning for safety and quality control. However:

• ✅ You can analyze "misses" (unresolved conversations)
• ✅ Receive suggestions for new Q&A
• ✅ Dashboard analytics to identify gaps in the knowledge base

Q: How can I improve the accuracy of responses?

A: Best practices:

1. More utterances: Add variants of each question
2. Natural language: Write as your customers speak
3. Clear context: Complete and specific responses
4. Regular training: Retrain after modifications
5. Analyze misses: Review unresolved conversations

🎨 Customization and Preview

Q: Can I use my logo as the chatbot avatar?

A: Yes! Supported formats:

• PNG, JPG, SVG
• Sizes: Minimum 64x64px, optimal 256x256px
• Weight: Max 500KB
• Shape: Automatically rendered circular

Q: Is the chatbot responsive on mobile?

A: Yes, fully responsive with:

• ✅ Mobile-first design
• ✅ Touch-friendly interface
• ✅ Automatic font/size optimization
• ✅ Testing on all major devices

Q: Can I test the chatbot before publishing it?

A: Absolutely! In the Preview step you have:

• Integrated test widget: Interactive testing
• Demo page: Temporary URL for testing
• Team sharing: Share with colleagues for feedback

🚀 Deploy and Integration

Q: On which sites can I integrate the chatbot?

A: The chatbot works on:

• ✅ Any website (WordPress, Shopify, custom)
• ✅ Landing pages
• ✅ Web apps (React, Vue, Angular)
• ✅ E-commerce (Magento, WooCommerce, Prestashop)

Only requirement: JavaScript support.

Q: Does the chatbot slow down the website loading?

A: Yes.

Q: What happens if the chatbot server goes offline?

• Fallback message: Customizable service unavailable message
• Auto-recovery: Automatic reconnection

💰 Plans and Billing

Q: What happens if I exceed the message limit?

• You can purchase additional messaging packages or upgrade to the next plan. This way, you avoid service interruptions and ensure conversation continuity.

Q: Can I change plans at any time?

A: Yes:

Q: Do you offer discounts for non-profits or educational institutions?

A: Please, contact us on info@athics.ai

👥 Team and Collaboration

Q: How do I add team members?

A: Only Owners and Admins can:

1. Team Settings → Invite Member
2. Enter email of the new member
3. Select role (Admin, Member)
4. Send invite → The user receives an email

Q: Can I restrict access to certain chatbots?

A: Currently, permissions are at the team level, not per individual chatbot. Solutions:

• Separate teams for different projects.

🔧 Technical Issues

Q: The chatbot does not respond to the questions I entered

A: Debug checklist:

1. ✅ Training completed? Check status "Trained"
2. ✅ Q&A Check information in the Q&A
3. ✅ Sufficient utterances? Add variants of the question
4. ✅ Consistent language? Same language for chatbot/questions
5. ✅ Test with exact phrases: Try with the exact utterances entered

Q: Error "Can't deploy - survey incomplete"

A: Step-by-step solution:

1. Go to the Teaching Step
2. Check Survey section: All questions must have answers
3. Save everything: Click save after each modification
4. Retry deploy: Go back to the Deploy step

Q: The widget does not appear on my site

A: Troubleshooting:

// 1. Check code in <head>
// 2. Open Developer Tools (F12)
// 3. Check Console for errors
// 4. Verify Network tab for 404/500 errors
// 5. Test on a simple page (test.html)

Common causes:

• Incorrect Bot ID in the code
• Unauthorized domain
• Content Security Policy too restrictive
• Ad-blocker blocking the widget

🛠️ Detailed Troubleshooting

🔍 Problem Diagnostics

Chatbot Not Responding Correctly

Symptoms:

• Responds "I didn't understand" to questions present in the Q&A
• Irrelevant or confused responses
• Inconsistent understanding

Diagnosis:

Step 1: Check Training Status
├── Dashboard → Bot Status  
├── Must be "Trained" (green)
└── If "Needs Training": retrain

Step 2: Analyze Utterances
├── Review Q&A with issues
├── Add more variants (min 3-5 per Q&A)
└── Use natural language of customers

Step 3: Check Conflicts
├── Teaching → Improve → Conflicts
├── Resolve semantic overlaps
└── Clarify ambiguous Q&A

Step 4: Systematic Testing
├── Test exact phrases of the utterances
├── Test progressive variants
└── Document failure patterns

Solutions:

✅ Utterances Expansion:
   Question: "How much does shipping cost?"
   Utterances:
   - "Shipping cost"
   - "Delivery price" 
   - "Shipping rates"
   - "Transport charges"
   - "What do I pay for delivery?"

✅ Context Addition:
   Improved response:
   "Shipping costs €4.90 (standard 3-5 days) 
   or €9.90 (express 1-2 days). 
   FREE for orders over €50!"

Deployment Issues

Error: "Upgrade chatbot plan"

Cause: Insufficient plan for deployment
Solutions:
1. Check current plan: Dashboard → Billing
2. Check usage: % messages used
3. Upgrade plan if necessary
4. Contact admin team if you are not the owner

Error: "Deploy failed - server error"

Diagnosis:
1. Retry after 5-10 minutes

Infinite deploy (>15 minutes)

Possible causes:
├── Very large knowledge base
├── Many Q&A (>500)
├── Server overload
└── Network issues

Solutions:
├── Optimize KB (remove duplicates)
├── Deploy during off-peak hours
├── Contact support if it persists
└── Check internet connection

Widget Integration Issues

Widget not visible

Debug Checklist:
□ Bot status = "Deployed"
□ Code in <head>, not in <body>
□ Correct Bot ID (no extra spaces)
□ No JavaScript errors in console
□ Test in incognito mode
□ Temporarily disable ad-blocker

Widget visible but not functioning

Diagnosis:
1. Test on official demo page
2. Compare behavior
3. Test cross-browser (Chrome, Firefox, Safari)

🚨 Urgent Problem Resolution

Chatbot Offline During High Traffic

Immediate Action:

1. Check Dashboard Status (2 min)
2. Verify system status page (1 min)
3. Contact support if confirmed outage (immediate)
4. Activate fallback message if configured
5. Notify team/stakeholder

Health Check Routine

Daily (5 minutes):

□ Bot status check
□ Error rate review
□ New conversations scan
□ Usage metrics check

Weekly (30 minutes):

□ Performance trends analysis
□ Misses review and resolution
□ Knowledge base accuracy audit
□ User feedback analysis

Monthly (2 hours):

□ Full performance review
□ Strategic content optimization
□ Team training needs assessment
□ Technology stack review

💡 Best Practices and Tips

🎯 Performance Optimization

Content Optimization

✅ Q&A Quality:
├── 1 concept per Q&A (no multiple questions)
├── Complete but concise answers (<200 words)
├── Clear call-to-action when appropriate
└── Brand-consistent language

✅ Knowledge Base:
├── Updated and relevant documents
├── Removal of obsolete content
├── Logical and navigable structure
└── Format consistency

🎨 UX Best Practices

Conversational Design

✅ Natural Language:
├── Write as you speak
├── Avoid technical jargon
├── Use emojis sparingly 😊
└── Tone consistent with brand

✅ User Journey:
├── Clear onboarding for new users
├── Help easily accessible
├── Progress indication for long flows
└── Clear exit points

Error Handling

✅ Graceful Degradation:
├── Informative but friendly error messages
├── Alternative paths when possible
├── Human handover when necessary
└── Concrete recovery suggestions

📈 Growth and Scaling

Content Scaling Strategy

Phase 1: Core Q&A (0-50 Q&A)
├── Focus on most frequent questions
├── Perfect core user journeys
└── Establish baseline metrics

Phase 2: Expansion (50-200 Q&A)  
├── Add edge cases
├── Implement advanced flows
└── Optimize performance

Phase 3: Advanced (200+ Q&A)
├── Specialization for user segments
├── Advanced integrations
└── Predictive capabilities

Team Scaling

Small Team (1-3 people):
├── 1 person: All-in-one (content + tech)
├── 2 people: Content specialist + Tech lead
└── 3 people: + Analytics/optimization specialist

Medium Team (4-10 people):
├── Content Manager
├── Bot Trainer/Optimizer  
├── Technical Lead
├── Analytics Specialist
└── QA/Testing specialist

Large Team (10+ people):
├── Specialized teams per function
├── Dedicated DevOps
├── User research specialist
└── Customer success integration

🆘 When to Contact Support

🔴 Immediate Support Needed

• Chatbot completely offline >30 minutes
• Data loss or corrupted knowledge base
• Suspected security incidents

🟡 Support Within 24 Hours

• Recurring deploy failures
• Significant performance degradation
• Integration issues with critical services
• Billing/account problems

🟢 Standard Support (2-5 days)

• Feature requests
• Training and best practices
• General optimization advice
• Non-critical technical questions

📞 How to Contact

Email: support@athics.ai Chat: Chatbot

Information to include:

• Account ID and team name
• Bot ID if specific issue
• Detailed description + screenshots
• Steps to reproduce
• Browser/device info
• Urgency level (Critical/High/Medium/Low)

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💡 Remember: Most issues have simple solutions. Always follow the systematic debugging process before contacting support.