Answer
Dec 20, 2023 - 02:55 PM
The end customer, if they come in to visit the Q&A knowledge base directly....they could ask a question from there and not identify any product....so that is an option that can happen. Typically that is very rare, so if you're only experiencing this every once in a while (it shouldn't happen often typically), that is likely the explanation.
If you're experiencing this often, then you'll want to double check your integration to ensure that the parameters are being passed into the Answerbase Q&A widget appropriately. There are off cases where there is something wrong with the parameters being passed into the widget or something so we can't effectively get the appropriate product info for the association.....but typically if that is the case it would happen more than once. You'll want to check to see if the required parameters are all being identified appropriately, or if there could be any cases where any of your products may not have the values necessary for us to make that connection.
If you see it commonly happening but cannot identify the root cause, please save the administration URL of the questions that have come through and contact us with 3-5 of those examples and URLs. From there, our team can check the logs and timestamps of those questions to see if there is something else unique happening with your configuration. We'll investigate and make sure you're 100% and the appropriate associations are being made.
If you're experiencing this often, then you'll want to double check your integration to ensure that the parameters are being passed into the Answerbase Q&A widget appropriately. There are off cases where there is something wrong with the parameters being passed into the widget or something so we can't effectively get the appropriate product info for the association.....but typically if that is the case it would happen more than once. You'll want to check to see if the required parameters are all being identified appropriately, or if there could be any cases where any of your products may not have the values necessary for us to make that connection.
If you see it commonly happening but cannot identify the root cause, please save the administration URL of the questions that have come through and contact us with 3-5 of those examples and URLs. From there, our team can check the logs and timestamps of those questions to see if there is something else unique happening with your configuration. We'll investigate and make sure you're 100% and the appropriate associations are being made.
