​

Troubleshooting Guide

​

Common Issues

​

Chatbot Not Responding

• Chatbot doesn’t respond to messages
• Messages appear to be sent but no reply
• Error messages in chat interface

1. Check Assistant Status
   • Go to your dashboard
   • Verify assistant is active and running
   • Check for any error messages or warnings
2. Verify API Configuration
   • Check API key is correct and active
   • Verify assistant ID is correct
   • Ensure proper authentication headers
3. Check Network Connectivity
   • Test internet connection
   • Verify firewall settings
   • Check for proxy or VPN issues
4. Review Logs
   • Check error logs in dashboard
   • Look for specific error messages
   • Contact support with log details

​

Poor Response Quality

• Responses are irrelevant or inaccurate
• AI gives generic answers
• Responses don’t match your content

1. Improve Training Data
   • Add more relevant content to knowledge base
   • Update existing content with current information
   • Remove outdated or incorrect information
2. Optimize Prompts
   • Review and refine your prompts
   • Add context and examples
   • Test different prompt variations
3. Check Content Quality
   • Ensure content is well-structured
   • Use clear and concise language
   • Add relevant keywords and phrases
4. Monitor Performance
   • Track response quality metrics
   • Collect user feedback
   • Continuously improve based on data

​

Integration Problems

• Integration not working properly
• Data not syncing between systems
• Authentication errors

1. Verify Integration Settings
   • Check integration configuration
   • Verify API credentials
   • Test connection status
2. Review Permissions
   • Ensure proper permissions are granted
   • Check API key permissions
   • Verify user access rights
3. Check API Limits
   • Monitor API usage and limits
   • Implement rate limiting
   • Upgrade plan if needed
4. Test Integration
   • Use test data to verify functionality
   • Check error logs for specific issues
   • Contact integration provider if needed

​

Performance Issues

• Slow response times
• High latency
• Timeout errors

1. Optimize Content
   • Reduce content size and complexity
   • Use efficient data structures
   • Remove unnecessary data
2. Implement Caching
   • Cache frequently accessed data
   • Use CDN for static content
   • Implement response caching
3. Monitor Resources
   • Check server resources
   • Monitor API usage
   • Optimize database queries
4. Scale Resources
   • Upgrade to higher plan
   • Add more processing power
   • Implement load balancing

​

Technical Issues

​

API Errors

1. Check Request Format
   // Verify request structure
   const request = {
     method: 'POST',
     headers: {
       'Authorization': `Bearer ${API_KEY}`,
       'Content-Type': 'application/json'
     },
     body: JSON.stringify({
       message: 'Hello',
       user_id: 'user_123'
     })
   };
   
2. Validate API Key
   // Test API key validity
   const testKey = async (apiKey) => {
     try {
       const response = await fetch('https://api.neuraltalk.ai/api/v1/auth/verify', {
         headers: { 'Authorization': `Bearer ${apiKey}` }
       });
       return response.ok;
     } catch (error) {
       return false;
     }
   };
   
3. Check Rate Limits
   // Implement rate limiting
   const rateLimiter = {
     requests: 0,
     resetTime: Date.now() + 60000, // 1 minute
     
     canMakeRequest() {
       if (Date.now() > this.resetTime) {
         this.requests = 0;
         this.resetTime = Date.now() + 60000;
       }
       return this.requests < 100; // 100 requests per minute
     },
     
     makeRequest() {
       if (this.canMakeRequest()) {
         this.requests++;
         return true;
       }
       return false;
     }
   };
   

​

Authentication Problems

1. Invalid API Key
   • Verify key is correct
   • Check for typos or extra spaces
   • Ensure key is active and not expired
2. Missing Authentication Header
   • Include proper Authorization header
   • Use correct format: Bearer YOUR_API_KEY
   • Check header name and value
3. Expired Token
   • Refresh authentication token
   • Implement token refresh logic
   • Handle token expiration gracefully

// Debug authentication
const debugAuth = async (apiKey) => {
  console.log('API Key:', apiKey ? 'Present' : 'Missing');
  console.log('Key Length:', apiKey ? apiKey.length : 0);
  
  try {
    const response = await fetch('https://api.neuraltalk.ai/api/v1/auth/verify', {
      headers: {
        'Authorization': `Bearer ${apiKey}`,
        'Content-Type': 'application/json'
      }
    });
    
    console.log('Status:', response.status);
    console.log('Headers:', response.headers);
    
    if (response.ok) {
      const data = await response.json();
      console.log('Auth Data:', data);
    } else {
      const error = await response.text();
      console.log('Auth Error:', error);
    }
  } catch (error) {
    console.log('Network Error:', error);
  }
};

​

Data Synchronization Issues

1. Data Not Updating
   • Check sync frequency settings
   • Verify data source connectivity
   • Review sync logs for errors
2. Duplicate Data
   • Implement deduplication logic
   • Check for duplicate identifiers
   • Use unique keys for data mapping
3. Data Format Issues
   • Validate data format before sync
   • Implement data transformation
   • Handle different data types

// Debug data synchronization
const debugSync = async (syncId) => {
  try {
    const response = await fetch(`https://api.neuraltalk.ai/api/v1/sync/${syncId}/status`);
    const status = await response.json();
    
    console.log('Sync Status:', status);
    
    if (status.last_sync) {
      console.log('Last Sync:', new Date(status.last_sync));
    }
    
    if (status.errors && status.errors.length > 0) {
      console.log('Sync Errors:', status.errors);
    }
    
    return status;
  } catch (error) {
    console.error('Sync Debug Error:', error);
    throw error;
  }
};

​

Integration Troubleshooting

​

Webhook Issues

1. Webhook Not Receiving Data
   • Verify webhook URL is accessible
   • Check webhook endpoint is working
   • Test webhook with sample data
2. Webhook Authentication Failures
   • Verify webhook secret is correct
   • Check signature validation logic
   • Ensure proper header format
3. Webhook Timeout Errors
   • Optimize webhook processing time
   • Implement async processing
   • Add retry logic for failed webhooks

// Debug webhook
const debugWebhook = (webhookUrl, secret) => {
  return async (req, res) => {
    console.log('Webhook Received:', {
      method: req.method,
      headers: req.headers,
      body: req.body
    });
    
    // Verify signature
    const signature = req.headers['x-neuraltalk-signature'];
    const expectedSignature = crypto
      .createHmac('sha256', secret)
      .update(JSON.stringify(req.body))
      .digest('hex');
    
    if (signature !== expectedSignature) {
      console.log('Invalid signature');
      return res.status(401).send('Unauthorized');
    }
    
    console.log('Webhook verified successfully');
    res.status(200).send('OK');
  };
};

​

CRM Integration Issues

1. Contact Not Syncing
   • Check CRM API credentials
   • Verify field mappings
   • Review sync rules and filters
2. Duplicate Contacts
   • Implement deduplication logic
   • Use unique identifiers
   • Check for existing contacts before creating
3. Field Mapping Errors
   • Verify field names and types
   • Check required field validation
   • Test field transformations

// Debug CRM integration
const debugCRM = async (contactData) => {
  console.log('Contact Data:', contactData);
  
  // Validate required fields
  const requiredFields = ['email', 'name'];
  const missingFields = requiredFields.filter(field => !contactData[field]);
  
  if (missingFields.length > 0) {
    console.log('Missing required fields:', missingFields);
    return false;
  }
  
  // Check for duplicates
  const existingContact = await crm.findContact(contactData.email);
  if (existingContact) {
    console.log('Contact already exists:', existingContact.id);
    return false;
  }
  
  // Test field mapping
  const mappedData = mapContactFields(contactData);
  console.log('Mapped Data:', mappedData);
  
  return true;
};

​

Performance Optimization

​

Response Time Optimization

1. Content Optimization
   • Reduce content size and complexity
   • Use efficient data structures
   • Remove unnecessary information
2. Caching Implementation
   • Cache frequently accessed data
   • Implement response caching
   • Use CDN for static content
3. Database Optimization
   • Optimize database queries
   • Use proper indexing
   • Implement query caching

// Monitor response times
const monitorPerformance = (fn) => {
  return async (...args) => {
    const start = Date.now();
    try {
      const result = await fn(...args);
      const duration = Date.now() - start;
      
      console.log(`Function ${fn.name} took ${duration}ms`);
      
      if (duration > 5000) {
        console.warn('Slow response detected');
      }
      
      return result;
    } catch (error) {
      const duration = Date.now() - start;
      console.error(`Function ${fn.name} failed after ${duration}ms:`, error);
      throw error;
    }
  };
};

​

Memory Usage Optimization

1. Data Cleanup
   • Remove unused data and variables
   • Implement garbage collection
   • Use efficient data structures
2. Resource Management
   • Close connections properly
   • Release memory when done
   • Monitor memory usage
3. Caching Strategy
   • Implement smart caching
   • Use memory-efficient cache
   • Set appropriate cache limits

// Monitor memory usage
const monitorMemory = () => {
  const usage = process.memoryUsage();
  console.log('Memory Usage:', {
    rss: `${Math.round(usage.rss / 1024 / 1024)} MB`,
    heapTotal: `${Math.round(usage.heapTotal / 1024 / 1024)} MB`,
    heapUsed: `${Math.round(usage.heapUsed / 1024 / 1024)} MB`,
    external: `${Math.round(usage.external / 1024 / 1024)} MB`
  });
  
  if (usage.heapUsed > 100 * 1024 * 1024) { // 100MB
    console.warn('High memory usage detected');
  }
};

​

Getting Help

​

Self-Service Resources

1. Documentation
   • Check our comprehensive documentation
   • Search for specific topics
   • Review API reference guides
2. Community Forums
   • Join our Discord community
   • Ask questions and get help
   • Share solutions and tips
3. Video Tutorials
   • Watch setup and troubleshooting videos
   • Learn best practices
   • See real-world examples

​

Contact Support

• Critical issues affecting your service
• Problems not covered in documentation
• Integration issues with third-party services
• Billing or account problems

1. Email Support
   • Send detailed description of the issue
   • Include relevant logs and screenshots
   • Provide account information
2. Live Chat
   • Available in your dashboard
   • Real-time assistance
   • Quick problem resolution
3. Phone Support
   • Available for Enterprise customers
   • Priority support
   • Direct access to technical team

• Account Details: Email and account ID
• Issue Description: Clear description of the problem
• Steps to Reproduce: How to reproduce the issue
• Error Messages: Any error messages or codes
• Logs: Relevant log files or screenshots
• Environment: Browser, operating system, etc.

​

Escalation Process

1. Level 1: General support and basic troubleshooting
2. Level 2: Technical issues and advanced troubleshooting
3. Level 3: Engineering team for complex issues
4. Level 4: Product team for feature requests and bugs

​

Prevention Tips

​

Regular Maintenance

1. Monitor Performance
   • Check response times regularly
   • Monitor error rates
   • Review usage patterns
2. Update Content
   • Keep knowledge base current
   • Remove outdated information
   • Add new relevant content
3. Test Integrations
   • Regular integration testing
   • Verify data synchronization
   • Check for API changes

​

Best Practices

1. Error Handling
   • Implement proper error handling
   • Use try-catch blocks
   • Provide meaningful error messages
2. Logging
   • Implement comprehensive logging
   • Log important events
   • Monitor log files regularly
3. Testing
   • Test changes before deployment
   • Use staging environments
   • Implement automated testing

​

Still Need Help?

• 📧 Email Support: support@neuraltalk.ai
• 💬 Live Chat: Available in your dashboard
• 📞 Phone Support: +1 (555) 123-4567
• 📖 Documentation: neuraltalk.ai
• 🎥 Video Tutorials: Check our YouTube channel
• 💬 Community Discord: Join our Discord for peer support