Troubleshoot Chat Experiences

Find the chat experience symptom you are seeing, from a room that will not connect to a transcript that will not download, and the page that answers it.

Chat Experiences reports what is wrong where it happens: the message box says why it is locked, the character picker says why a character will not join, and anything else is reported on the page you were working on. Start from what you can see on screen, and these pages tell you what it means and what clears it.

Where each symptom is answered

The room will not connect Characters that never finish joining, an experience that will not open, and a character the picker will not add.

You cannot send a message Every reason the message box is locked, in the room's own words, and what clears each one.

Briefs and transcripts A brief that cannot be edited, an experience that will not be created, and a session that will not open or a transcript that will not download.

File limits reference A file the room will not attach, an attachment taken off a message for length, and text cut short before it reaches the characters.

Behavior that is not a fault

Five things that look like faults are how a chat experience works:

What you see	Why	Where it is explained
The room opens with nobody in it	Characters are seated for each session, and the roster does not carry over from the last one	Sessions and transcripts
A character said nothing at all	A character answers when it is addressed and stays quiet otherwise	How a turn works
There is no control that edits the brief	The room type, the purpose, and the briefing are settled when the experience is created	Why the brief cannot be changed
A finished conversation cannot be continued	Every opening of a chat experience starts a new room	Sessions and transcripts
A room link does not open for a colleague	A chat experience and the rooms opened from it open only for the account that created them	The room will not connect

The Chat Experiences controls are missing

If My Experiences shows neither a Create a Chat Experience button nor a Chat experiences section, contact [e-mail].

What you need to use Chat Experiences

Still blocked

When what you are seeing is on none of these pages, write to [e-mail] with the name of the experience, the room ID from the top bar, and the wording the room showed you.

If the room is working and you are checking whether what it did was meant to happen, the section overview sets out what a chat experience does and what it does not.

Chat Experiences