Botpress in AI Customer Support Chatbots

Botpress passed this scenario. It asked for confirmation before cancelling, repeated the request after a first yes, and completed the cancellation only after a second confirmation. The recording then shows the subscription state changing to cancelling in the API response.

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 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 did hand off an unsupported request rather than trying to complete it itself. It said changing the shipping carrier wasn't something it could do directly, asked for the order number, created the Desk escalation, and a human replied in the thread.

Botpress handed off a request for a human without arguing. It replied that it would connect the customer to a human representative, then the Desk side showed a ticket opened, a human assignee replying, and the customer's follow-up arriving in that exchange.

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.