Troubleshooting & Best Practices for Telegram Human Handoff

1. Telegram Option Not Visible / Not Working #

If you don’t see Telegram options or they don’t work:

1. Check Pro License
   • Telegram live chat is Pro-only.
   • Ensure your Freemius license is active (my_fs()->can_use_premium_code() must return true).
2. Check Chatbot Settings
   • Go to Davix AI Engine → Chatbot → Integration and verify:
     • Enable Telegram is ON.
     • A valid telegram_mode is selected.
     • Bot token is filled.
3. Save Changes
   • After adjusting settings, save and reload the front-end chat.

2. Human Toggle Not Appearing #

If you set telegram_mode = ai_human but no toggle appears:

1. Confirm in settings that:
   • Telegram is enabled.
   • telegram_mode is ai_human, not ai_only or human_only.
2. Check availability:
   • If offline or outside schedule, UI may be hiding or blocking the human toggle.
3. Check login-only:
   • If telegram_logged_in_only is enabled, ensure:
     • You are logged in when testing.
   • Non-logged-in visitors may not see the human option at all.

3. Messages Not Reaching Telegram / No Replies Back #

1. Bot token & targets:
   • Verify bot token is correct.
   • Ensure target chat IDs / usernames are valid and your bot is added there.
2. Webhook configuration:
   • If you’re relying on webhooks, verify Telegram is set to send updates to:
     • /wp-json/davix-ai-engine/v1/telegram-webhook.
3. Polling:
   • If using polling, ensure that front-end calls /human-poll and JS is not blocked by caching or security plugins.
4. Pro & Permissions:
   • If Pro is not active, the endpoints respond with HTTP 403.

4. Rate Limiting Issues #

If users complain about being blocked too quickly:

1. Check Telegram settings for rate limit values:
   • Lower values = stricter limit.
   • Increase allowed messages per time window if you see false positives.
2. Remember check_rate_limit() uses transients:
   • Clearing relevant transients (e.g., via caching plugin or transient cleanup) can reset limits if needed.

5. Security & Privacy Best Practices #

The docs repeatedly stress controlled access and consent:

• Only expose human mode where you actually have staff available.
• Use availability settings to avoid user frustration when no human is there.
• Use consent text to clearly state that:
  • Messages are forwarded to human agents.
  • Telegram is involved.
• Consider enabling login-only (telegram_logged_in_only) if you want:
  • To limit human support to registered members.
  • To reduce spam / abuse.

image IMAGE PLACEHOLDER: Screenshot of Debug Logs with the Chatbot/Telegram channel showing entries for /human, /human-poll, and /telegram-webhook requests, used during debugging. IMAGE image