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 refused the address change request and did not claim it was completed. It said the order had already shipped, gave the UPS tracking number and follow-up step, and the order record shows the same shipped state and address-change lock.

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 allowed earlier conversation activity to be inspected in its own interface. The shipped-order conversation could be found and opened, with its stored transcript visible.

Botpress's analytics did not match what actually happened in this case. At the same range and filters, it showed 83.8% bot assist in one place and 0% bot assisted in another, with a conflicting human-only count.

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 did not continue the earlier return conversation when the customer came back. After reopening, it asked again for the order number and item, even though session 1 had already established them.

Botpress kept earlier conversation context across the two turns. The second reply used the first turn's order number to give the delivery date and tracking number, and it did not ask for the number again.

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 this scenario successfully. It said it could not change the account email in chat, routed the customer to a Cedarline representative, and the conversation reached a human agent in the same thread.

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 reflected the correction in a later answer. The later reply dropped the assistant intro and extra return-policy block, and the deployed widget answered with the restocking-fee explanation and no preview banner.

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.