Fix a bot that is not triggering

If a bot is not starting or replying, the cause is almost always one of a short list. Work through these before anything else.

Common causes

The workflow is not enabled, so it never runs. The trigger keyword does not match what the customer sent. A chat marked as done can stop a New Message trigger from firing again until reopened. Two flows compete for the same trigger, so one overrides the other.

Fix it

Confirm the workflow is enabled.

Check the trigger type and keyword match the customer's message.

If using a New Message trigger, check whether the chat is marked as done and reopen it.

Look for another flow on the same trigger and resolve the conflict.

Use the bot's error check to spot a broken step.

Check the error log

Every bot flow has a built-in error log that records exactly where and why a step failed — this is the fastest way to pinpoint a broken step rather than guessing.

Open the bot flow in Bot Builder.

Click the Error Log icon.

Review the step where the error occurred, the node ID, and the error description — for example, a missing button title.

Navigate to that step and fix the issue, then save the flow.

You can also view the error log from the bot flow list: click the Error Log icon there to see date and time, the user's number, the step ID, and the error description. Clicking the step ID opens the affected node directly.

Still stuck?

If the bot still will not fire, the Troubleshooting docs cover the specific 'bot not triggering' cases in more detail, including the marked-as-done scenario.

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