Jotform AI Agent Mobile App: Unable to reply to conversations

Tengo activo agentes para las redes sociales, WhatsApp , Instagram y Facebook, sin embargo cuando me escriben en la App de ustedes no puedo contestar ninguna conversacion, me toca ir hasta un copuntador y hacerlo, quiero saber como se soluciona esto o que se puede hacer ya que no siempre estoy en un computador y necestio su ayuda

Hi galaxydicoteque,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I tested your form and had the same issue, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update. 

Hi, do you want to know if the support team is working to fix this error or has responded yet?

Hi galaxydicoteque,

We received an update from the developers, and they were unable to replicate the issue. Can you capture a short screen recording of the issue and share it with us? The Loom works well for recording, or you can upload to Google Drive or Dropbox and send us the link.

Once we hear back from you, we can help you sort this out.

Hello,

Thank you for your response.

I would like to clarify the issue again to make sure we are on the same page.

The problem is that when customers send messages through the JBForm app, I am not able to reply to those conversations from the mobile app. The reply option does not appear or is not functional.

I can only respond when I log in from a computer.

This is affecting our operations because I am not always near a computer and need to be able to reply from my phone.

Here is the link with screenshots showing how it looks on desktop vs. mobile:

👉 https://drive.google.com/drive/folders/13_fG5p72YR2CGO37iVy8Lfppey5gMhsu?usp=drive_link

Please review the images and let me know how this can be resolved.

Thank you for your support.

Hi galaxydicoteque,

In order to thoroughly troubleshoot the issue you're having, we'd like to clone your AI agent along with its knowledge base. Once we replicate that environment, we can more accurately identify the issue and work on a solution. Rest assured that all data will be handled securely and used only for troubleshooting purposes in line with our strict privacy and security policies. Once the issue is resolved, the cloned AI agent and all its cloned data will be deleted.

Would you agree to give us permission to go ahead with this? If you have any questions or concerns, we’ll happily answer them for you.

As soon as we hear back from you, we can move forward with a solution.

Hi María,

Thank you for the clarification.

Yes, I authorize you to clone the AI agent along with its knowledge base so you can thoroughly investigate the issue. I understand that all data will be handled securely, used solely for troubleshooting purposes, and deleted once the issue has been resolved.

I look forward to your update, and I appreciate your support in resolving this matter as soon as possible.

Hi galaxydicoteque,

When making a test on a clone of your AI agent, I was able to respond and take over the conversation from a mobile app without issues. Let me show you:

This is why it would be helpful if you could confirm if this happens only with an Instagram AI Agent or if this happens with other channels as well. Also, does this happen when using the Jotform Mobile Forms app on a specific device, or when you test using the app on another device you are able to take over the conversation?

Once we have your answer, we'll be able to keep helping you with this.

Thank you for testing this on your end.

Could you please confirm which app you downloaded to perform the test? I want to make sure we are using the same one.

The app I currently have installed is Jotform AI Agents. If possible, could you please share the App Store link to the exact app you are referring to so I can verify that I’m using the correct version?

For clarification, the issue occurs with all AI agents, not just the Instagram AI Agent.

Hi galaxydicoteque,

I confirmed this with Alejandro and it is the Jotform Mobile App. I've also tested this on my end. Can you tell us the mobile device you're using? The Jotform Mobile App is available on both Android and iOS devices.

Let us know if you have any other questions.

Hi Kris,

Thank you for your follow-up.

I’m attaching a video recording so you can see exactly which app I’m using and the issue I’m experiencing. The device I’m using is an iOS device.

As shown in the video, I’m unable to respond to conversations from the app. This issue happens with all AI agents, not just Instagram. I even have two different client accounts, and in neither of them am I able to reply to messages.

Could you please let me know if I might be doing something incorrectly? I would really appreciate your guidance.

Here is the link to the video recording:

👉 https://drive.google.com/drive/folders/13_fG5p72YR2CGO37iVy8Lfppey5gMhsu?usp=drive_link

Thank you in advance for your help.

Hi galaxydicoteque,

The app you share is not precisely the app we have tested. I recommend you test this using the Jotform Mobile Forms app, which you can find easily in the iOS App Store. You can also find it with the direct links you will find here, and you can check out this guide for more information. Once you log in to the Jotform Mobile Forms app, try taking over the conversation with the AI agent to see if it works.

Give it a try and let us know if you need any more help.

Hi Alejandro,

Thank you for your response.

I have downloaded the Jotform Mobile Forms app from the official landing pages and app stores, as recommended. In fact, I have tested both available official apps, and neither of them gives me the option to access or reply to conversations from within the app.

At this time, I am still unable to take over or respond to conversations with the AI agent through the mobile application.

For your reference, I am attaching a link to a video where I show the issue as evidence:

👉 https://drive.google.com/drive/folders/13_fG5p72YR2CGO37iVy8Lfppey5gMhsu?usp=drive_link

I would really appreciate your help in resolving this issue, as I need this functionality to work properly.

Please let me know what else I can try.

Hi galaxydicoteque,

I have been performing some tests and was able to replicate the same issue. I will add the relevant information to this escalation, and we will get back to you as soon as possible.

Hi, do you want to know if the support team is working to fix this error or has responded yet?

Hi galaxydicoteque,

We haven't received any updates on this matter; however, we will send a follow-up request and let you know as soon as we receive anything.