Common issues when using Coze bots for customer service
At Chative, we understand that a smooth and accurate chatbot experience is essential to delivering effective customer service. If you're experiencing issues with your Coze bot (such as no response, irrelevant replies, or stuck conversations), don't worry. This guide will help you check, diagnose, and quickly resolve common problems while also introducing internal solutions to give you more control and stability moving forward.
Signs Your Coze Bot Might Be Failing
You may notice your bot is experiencing issues if:
- It doesn’t respond to customer messages.
- It responds incorrectly, off-topic, or with confusing content.
- The conversation appears stuck (e.g., "typing" shows endlessly).
- Chative displays warning messages like:
- “Bot disconnected”
- “Invalid token”
- “Connection failed”
- A yellow triangle next to your bot in the Add-ons panel
Other Common Coze Errors and Solutions
| Error Message | Cause | Solution |
|---|---|---|
| The specified bot doesn't exist. This may be due to an incorrect bot ID or insufficient account permissions. Please verify the bot ID and try again. | Incorrect bot ID or lack of access permission. | Check the Bot ID. Ensure the Coze account has access to the bot. |
| Daily bot usage has exceeded the limit. Please upgrade your bot in Coze, or it will be disabled until the next day. | Usage quota exceeded. | Upgrade your Coze plan or wait for the daily reset. |
| The requested prompt tokens exceed the model limit. Reduce the prompt tokens or upgrade the model to avoid this error in the future. | Prompt exceeds model token limit. | Shorten the prompt or use a model with a higher token limit. |
| Insufficient Coze token. Extend your Coze token to keep using the bot. | Token expired or insufficient balance. | Extend or top up your Coze token balance. |
| Your Coze bot is unpublished to API. Publish it on Coze bot before connecting to Chative. | The bot is not published for API access. | In Coze, enable "Publish to API" in your bot settings. |
| The personal access token (PAT) is incorrect or is missing access permissions. Please update the personal access token (PAT) and try again. | PAT is incorrect or missing required scopes. | Generate a valid PAT with necessary permissions and update in Chative. |
| You do not have permission to connect this bot. Please update your personal access token (PAT) and try again. | PAT lacks permission to access the bot. | Use a PAT from a Coze account with access rights. |
How To Identify And Resolve Coze Bot Issues
Check bot status in Chative
Go to Add-ons > Coze > Select your bot.
- Green dot = Activate
- Gray dot = Disable (turn it on to enable responses)
- Yellow triangle = error (hover to view the error message)
Verify bot assignment
In the Inbox, ensure the bot is assigned to the conversation. If not, click "Assign" and select the correct Coze bot.
Check your Coze settings at coze.com
- Make sure the bot is published for API use
- Ensure your Personal Access Token (PAT) is valid and has the necessary scopes
- Double-check the Bot ID matches exactly
If using Workflow in Chative
- Confirm that the workflow is turned on
- Check if the conditions and actions are configured properly (e.g., is the bot being assigned correctly?)
Send a test message (like "Hello") to check bot response after adjustments.
If You Can’t Resolve the Issue Yourself
If issues persist after troubleshooting:
Contact Chative Support
- Click the “?” icon > Choose “In-app Support”
- Share:
- A brief issue description
- Any error messages or screenshots
- The name or ID of the bot
If the issue is on Coze’s side
- Visit Coze to submit a support request
- Provide your bot ID and details of the error
While waiting for a fix
- Temporarily reassign the conversation to a human agent or a backup bot
Considering AI Agent by Chative
In some cases, working with external platforms like Coze may involve additional steps when resolving technical issues. If you're looking for more control and faster support, you might consider trying Chative's built-in AI Agent.
AI Agent is fully managed within Chative and offers:
- Direct setup and full control without external dependencies
- Fewer risks related to API errors or token configuration
- Faster support response from Chative’s internal team
- Seamless integration with workflows and automation tools
We’re not suggesting an immediate switch if your current setup with Coze works well. However, if you’re looking for a more streamlined and fully supported option within Chative, AI Agent is a great direction to consider.
Need help setting it up or just curious about how it compares? Reach out to Chative’s support team we’re here to help you find the best solution for your team and customers.