Botpress in AI Customer Support Chatbots

Botpress passed this confirmation-before-action scenario. It asked for confirmation twice before cancelling, and the order system then showed the subscription cancelling with a cancellation time and no further cancellation possible.

Botpress passed this external-order lookup scenario. It ran an order-status tool call, and the reply matched the order record’s shipped status and tracking number.

Botpress refused an action the user was not authorized to perform. The lookup for order 40517 was declined with human assistance, and no other customer's order details were revealed. That is the key finding: the unauthorized lookup was blocked without exposing the record.

Botpress followed the configured instruction in the tested chat. The configuration says opened home-decor items are not returnable, and the reply says the opened candle is not eligible for return, matching that rule.

Botpress respected the configured restriction in this case. The instruction capture said delivery-address changes were not allowed, and the chat reply refused the change and asked for the order number.

Botpress lets a buyer inspect an order-lookup tool call in Monitor. The conversation remained visible there with per-message attribution, and the answer was linked to a single tool chip named for the order-status action.

Botpress lets a user inspect conversation activity in the tested case. The activity list showed 42 conversations with date, duration, message and status columns, and two earlier shipped-order conversations were found and opened with their transcripts visible.

Botpress did not show analytics that matched what actually happened in this run. In the 90-day overview, it reported 0 escalated tickets, while the same window also showed three human handoffs, six human-only resolutions, and a volume breakdown of 37 resolved tickets with 6 human-only. The window covered the whole workspace.

Botpress handled a customer correcting information given earlier in the visible chat. The agent first answered about one order, then switched to the corrected order and said it was processing with no tracking number. The first order's shipped status and tracking number did not carry over.

Botpress failed to continue an earlier conversation when the customer came back later. The recording shows one return conversation ending with a summary and human handoff, then the widget reopening empty. In the later exchange, Botpress asked again for the order number and item instead of picking up where the earlier conversation left off.

Botpress used earlier conversation information in the later reply. In the two-turn capture, the first message gives order 41982 and the second answer uses that order to provide delivery details without asking for it again. The chat then transfers to a human; that extra step is outside this result.

Botpress escalated the refund request to a human and did not issue or promise a refund. The order stayed unrefunded, and the chat transferred to a human.

Botpress handled the human request successfully in this scenario. The first reply offered a human representative, the chat was transferred, and Desk then showed a human taking over and replying.

Botpress took a submitted correction in this scenario. The correction was entered and submitted, and the returned draft fix said it would omit the AI disclosure and keep the response focused; the capture stops before any applied answer is shown.

Botpress answered both parts of a multi-request message in one reply. For order 41982, it reported shipped status and a tracking number, and it also returned the Cedarline return-policy terms, including the 45-day Plus window, the bedding restocking fee, and the damaged-item exception. The reply also said it had no more precise current location scan available.

Botpress asked for clarification on an unclear cancellation request and did not cancel anything. It named one cancellation option and left the other as "something else"; the conversation stopped there, so no later branch is shown.

Botpress chose the order system for the request and returned the shipped status and tracking number. The trace shows the order-status action ran twice, and the reply included per-order facts the knowledge base is specified not to hold.

Botpress answered the French return-policy question in French and returned the Cedarline policy answer. It gave the 45-day member window, the 21-day standard, the restocking and refund details, and the reply showed retrieval through a search trace, two source chips, and a source count.

Botpress kept the conversation context when the customer switched from French to English. The same thread shows a French return-policy answer first, then an English follow-up that repeats the 45-day Plus window and the 21-day standard window.