Troubleshooting
The concierge gave a wrong answer
Nine times out of ten this is a knowledge base problem rather than a fault, and you can fix it yourself in under a minute.
- Go to Knowledge Base
- Find the topic it got wrong
- Correct the wording, or add the fact that was missing
- Click Save changes
The next conversation uses the corrected answer. See Your Knowledge Base.
Wrong prices are almost always out-of-date prices
If it quoted a green fee or membership rate that is no longer right, the old figure is still sitting in your knowledge base. Update it there and the problem disappears everywhere at once, chat and voice.
It said it did not know
That is the concierge behaving correctly. It is built to admit a gap rather than invent an answer, which is exactly what you want it doing with your members and visitors.
Those questions are collected for you as Possible KB gaps on the dashboard. Work through them when you have a spare ten minutes.
The chat button is not on my website
See Embed Code. The usual causes are the snippet missing from that particular page, or the website address not being approved on our side.
I cannot log in
Use Forgot password? on the login page and set a new password. The link is valid for 24 hours and can only be used once. See Logging In.
Something looks broken rather than wrong
Email support@crm.golf and tell us:
- the question that was asked, as closely as you can remember it
- roughly when it happened
- whether it was on the website chat, website voice, or a phone call
That is enough for us to find the exact conversation in the log and see what happened.