Troubleshooting

Limitations

User-to-conversation tracking is currently limited. At the moment, we correlate Pendo feature clicks with OpenAI conversation timestamps to infer user activity. We’re actively exploring ways to pass user information directly into the OpenAI conversation logs to enable more precise tracking. Additionally, we’re evaluating the use of n8n to capture and store historic usage data for future analysis.

Compatibility

This feature is only compatible with RightMarket 2.0 (Storefront 9.8) deployments or later.

Known Issues

There are no known issues.

Debugging

Bot Not Appearing

• Check the script is injected correctly.

• Verify RightMarketBot.init() is being called and returning no errors.

“I’m not sure how to help with that…” message repeatedly

• Indicates a broken RAG pipeline or empty knowledge base.

• Action: Check vector DB health and content ingestion status.

API Key Errors / 401 Responses

• Check key expiry or rate limits in OpenAI dashboard.

Kayako Escalation Failing

• Kayako form structure may have changed (required fields).

• OpenAI system instructions may have been changed. Check conversation logs to confirm.

High Latency

• May be due to model selection or large data pools.

Error Handler

• Email sent to jack.taylor@rightmarket.com and james.higgins@rightmarket.com

• Check n8n workflow logs for debugging

Chat Styling Error

• Clear your cache
• Check Pendo module CSS/JavaScript

Usage limits