FAQ & Troubleshooting
FAQ & Troubleshooting
Quick answers to the questions we hear most, and fixes for the issues that come up. If you don't find your answer here, chat with Aura — our AI assistant — for instant help.
The Bot & Answers
The bot keeps saying "I don't know" or won't answer
The bot only answers from content you've given it. If your knowledge base is thin, it has nothing to retrieve. Add more content — upload documents, crawl your website (Pro+), or write Q&A pairs for common questions — then test again. This is by design: the bot won't invent answers. See Knowledge Base.
The bot gives a wrong or incomplete answer
Usually the content is missing or ambiguous. Add a clear Q&A pair using the exact words your customers use (including Urdu/Hinglish terms). Well-written Q&A pairs give the most reliable results because the bot can match a question directly to your answer. Check Dashboard → Analytics → Top Questions to see what customers actually ask and fill those gaps.
The bot replies in the wrong language
Botaura replies in the language the customer wrote in, even if your content is English. If replies feel off, make sure your content covers the topic at all — language handling is automatic, but the bot still needs the underlying answer in your knowledge base.
Website Widget
The widget isn't showing on my site
Confirm the embed snippet is pasted just before the closing </body> tag, and that the page
has fully reloaded. If you set a domain whitelist in Dashboard → Widget Embed, make sure your
live domain is listed — an empty whitelist allows all domains, but a list that omits your domain will block it.
See Chat Widget.
Product cards aren't appearing
Product cards are a Pro+ feature and only show when a product is relevant to the question and your catalog has that product (with an image and URL). Check your product catalog.
My WhatsApp number won't connect
Make sure you completed the connection flow and that your number is a WhatsApp Business number eligible for the WhatsApp Business Platform. After connecting, Botaura registers the required message templates with Meta automatically. See WhatsApp Bot setup.
The bot can't message a customer who contacted me yesterday
That's WhatsApp's 24-hour rule, not a bug. Outside the 24-hour service window you can only send approved template messages, not free-form text. Order-related templates are registered for you automatically. See WhatsApp Templates & the 24-Hour Window.
Limits, Leads & Orders
I hit my message limit
Each plan includes a monthly message quota (Free 500, Pro 10K, Business 20K, Growth 30K) that resets on the 1st of each month. Track usage in Dashboard → Pricing. If you're regularly near the cap, upgrade — see Plans & Pricing.
I'm not getting leads
Lead capture fires only on confident, high-intent replies — never on a fallback "I don't know" — so a weak knowledge base means fewer leads. Strengthen your content and add your product catalog so pricing and "how to buy" questions trigger capture. New leads appear in Dashboard → Leads and by email. See Lead Capture.
An order didn't go through
WhatsApp orders require the Business plan or above. Check that the products exist in your catalog with correct prices, and look in Dashboard → Orders for the order's status. See WhatsApp Orders.
Billing & Data
Why am I billed by Meta for WhatsApp?
WhatsApp message costs are charged by Meta directly to your Meta Business Account. Botaura never marks up or bills for WhatsApp messages — your Botaura subscription only covers the platform. The cost figures in your dashboard are estimates; your Meta account is the source of truth.
How do I upgrade my plan?
Go to Dashboard → Pricing and click Upgrade on the plan you want. Payment is currently handled manually; once confirmed, your plan activates immediately. Admins can also grant time-limited trials.
Is my data safe?
Yes — API keys are AES-256 encrypted, the widget uses signed tokens and domain whitelisting, and no WhatsApp passwords are ever stored. Full details in Security & Data Privacy.
Still stuck?
Read How Botaura Works, End-to-End for the big picture, or chat with Aura for instant, personalized help.
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