Safety and troubleshooting
When a Customer Has Connection Issues
How to understand repeated security checks, stalled messages, or unstable loading caused by a visitor network change.
Explain connection issues without making customers feel blamed.
Network changes can interrupt the chat
If a visitor moves from Wi-Fi to mobile data, enters a weak signal area, or has an unstable browser session, a security or connection check may appear again.
This does not always mean the chatbot is broken.
Use calm customer wording
A good message is simple: Your connection may have changed. Please check your internet connection and try again.
Avoid technical explanations that make the visitor feel responsible or confused.
Separate one visitor issue from a platform issue
If only one visitor reports the problem during a network change, ask them to retry after the connection stabilizes. If many visitors report the same issue at the same time, contact support with details.
Screenshots and timing help support understand the situation.
Quick checklist
- Visitor is asked to check connection calmly.
- Private browsing or refresh is suggested if needed.
- The public link is tested from another device.
- Widespread issues are reported to support.
- Screenshots are collected without sensitive data.