Troubleshooting

The bot doesn't replyCopy Anchor Link

Dexbi never posts a message to say why it didn't reply, so go down this list. The most common causes come first.

1. The channel isn't deployed. Open Deploy and check the channel, or its category, is in a deployment. For tickets, the ticket must be inside the category you deployed.
2. Dexbi can't see or post in the channel. Check the channel's permissions for Dexbi's role: View Channel, Send Messages (Send Messages in Threads for forums and threads) and Read Message History. Ticket bots often hide new tickets from everyone but the member and staff. See Discord permissions.
3. Dexbi isn't in the server. If it was kicked, the dashboard shows "Dexbi isn't in this server anymore". Click Re-add Dexbi.
4. Smart reply decided it wasn't for Dexbi. With Smart reply, Dexbi ignores chatter, messages aimed at other people and anything your team is handling. Ping it to check: a ping gets an answer unless an Access rule stops it. If it misses real questions, try Loose under How eager to help.
5. You're testing from a staff account. With Smart reply, Dexbi ignores members with a Staff Role unless pinged. Test from a normal member account.
6. Your team stepped in. With Smart reply, after a teammate posts, Dexbi steps back (for 10 minutes in a ticket). Ping it or run /dexbi resume.
7. The ticket was escalated. After a hand-off, Dexbi only answers when pinged. Change After escalated in Guidance if you want it to keep going.
8. Role rules in Access. The member has an Ignored Role, is in Blocked Users, or doesn't have one of your Required Roles.
9. The member hit the Daily reply limit, or was muted as a troll (for an hour). /dexbi resume lifts a troll mute.
10. Monthly replies are used up. Check Settings > Usage. The Owner also gets an email when this happens. Replies start again when the count resets, or as soon as you upgrade.
11. Stays quiet is on and there was no answer. With When it can't answer set to Stays quiet, Dexbi says nothing when your documents don't cover the question.
12. Very busy channel. When a public channel is flooded, Dexbi answers only direct questions until it calms down. The same happens once your plan's daily Smart reply checks are used up.

If Dexbi tried to answer and hit an error, you'll see a ⚠️ reaction on the message. Send it again.

It gives wrong or made-up answersCopy Anchor Link

Dexbi answers from your documents. A wrong answer almost always means a document is missing, outdated or unclear.

1. Ask the same question in the Test box.
2. Open the details under the answer and look at Sources. Click a source to see the exact passage Dexbi used.
3. Fix that document, or write a new one that answers the question directly.
4. If two documents disagree, delete the old one or pin the right one with Priority.
5. Ask again in the Test box to check.

If there were no sources at all, Dexbi didn't find anything relevant. Add a document that covers it, using the words members use.

Also check the document is Live, and that its Audience, Channels and Agent access in Details include the place you're testing.

It answers in the wrong languageCopy Anchor Link

Dexbi replies in the language of the member's latest message. If a member mixes languages, it follows the last message. You don't need separate documents for each language.

Tickets aren't closingCopy Anchor Link

• Smart close tickets must be on in the ticket deployment.
• The clock only starts after Dexbi replies. Any message from the member or staff resets it.
• Escalated tickets are never closed by Dexbi. Your team closes them.
• Check Auto-close in. With the default, a quiet ticket closes after 24 hours.
• If the ticket closes but the channel doesn't move or get deleted, Dexbi's role needs Manage Channels. The dashboard shows a warning in Guidance > Ticket closing when it's missing.

Transcripts aren't postedCopy Anchor Link

• Transcripts must be on, and Save to set to a channel.
• Dexbi needs to post in that channel, with Embed Links. Without Attach Files, the log is posted with its link but without the file.
• Members with closed DMs don't get their copy. That's expected.

Images don't show in repliesCopy Anchor Link

• Show images from the docs must be on in the deployment.
• Dexbi only shows images that are in your documents, and only when they help answer the question.
• Images in website pages and files come along on import. To make Dexbi understand what's in an image (for example text in a screenshot), turn on Understand images (Basic and up).

The bot's name or avatar didn't changeCopy Anchor Link

Give Dexbi's role the Change Nickname permission in Discord. The line under Server profile in Personalize tells you what Discord is waiting for.

A role ping doesn't notify anyoneCopy Anchor Link

In Discord, open the role and turn on Allow anyone to @mention this role.

I can't see a settingCopy Anchor Link

Some sections depend on your role. Personalize, Access and Usage need Admin. Billing and Danger Zone are for the Owner only. Deploy changes need Admin. See Roles.

Still stuck?Copy Anchor Link

Email support@dexbi.app. Tell us your server name and what you expected to happen.