Jotform AI Chatbot ‑ Live Chat
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I would like to formally express my dissatisfaction with both the chatbot implementation and the level of customer support we have received so far. The bot is currently performing terribly and is actively harming the customer experience on our website. It repeatedly confuses products, provides incorrect prices, invents false minimum order requirements, and gives customers misleading or completely inaccurate information. Instead of helping users, it creates confusion and damages trust in our business. What is even more concerning is that despite reporting these issues multiple times, the support team has not provided any effective resolution. The problems continue to occur, and the bot still ignores the information and rules it was supposed to follow. At this point, the chatbot is introducing serious risks to our sales process and customer communication. We cannot allow customers to receive false pricing, incorrect product details, or fabricated order conditions. We expect an urgent investigation into: why the bot is generating false information, why it fails to follow the provided product and pricing data, why it keeps confusing products, and why previous reports have not been properly addressed. If these issues cannot be resolved quickly, we will be forced to reconsider continuing with this implementation. We need immediate action and a clear explanation of what is being done to fix the system.
Hi AlkoNaWesele.pl, Thanks for your review and for letting us know about this. We know this is important, and our Developers are giving it their full attention. We’ll follow up with any news as soon as we have it and keep you updated through your support ticket. We truly appreciate your patience while we get this resolved. If you have any questions, feel free to reach out to us through our Contact Us page at https://www.jotform.com/contact/. We're always here to help. UPDATE: Thanks for your patience while we investigated this issue. Our Developers have reviewed the case and provided a suggested solution in your support ticket that should help resolve the problem. When you have a chance, you can review the latest update in the ticket and let us know the outcome. If you need any further assistance or have additional questions, simply reply to the ticket and we'll be happy to help. If the suggested solution resolves the issue, we would greatly appreciate it if you would consider updating your review to reflect your experience. Your feedback means a lot to us.
Hi CommFront, Thanks for your feedback. We'd like to hear more about your experience. If you can let us know the reason for the 1-star rating, our team will be happy to look into it and help you out. Feel free to reach out and share more information through our Contact Us page at https://www.jotform.com/contact/. We're here to help.
I've purchased on Dec 20th the chatbot because of the Instagram integration. There's a documented feature that the bot stops answering the chat for 24h if someone answers manually. Tis feature doesn't work There's another documentation saying we can filter keyworkds to tell the bot which chat to reply and which not to. This feature also doesn't work. None of the features I paid for works so I've requested a refund on the exact same day I purchased and now I'm being ghosted as well as got my ticket deleted from their system. If I search by ID it says if doesn't exist. I'm not only disappointed by the missing documented feature itself but also by it inefficient support. If a company says it provides service A, and after you purchase "A" can't be provided, the refund should be processed immediately. My recommendation to future users is to be careful. There are features that Jotform say they do, but they don't.
Hi Aecio Sarti Art Gallery, Thanks for sharing your experience and for outlining your concerns so clearly. We understand how frustrating it can be when features don't behave as you expect. To clarify, when we tested the Instagram Agent, everything was working properly as set up. It only responds to messages that contain predefined keywords. Here's a screenshot that shows my test result: http://link.jotform.com/fu5bh1KwUW. Manual reply is also supported and works best through Jotform Inbox, under the Conversations/Live Chat tab. From there, clicking the "Take Over" button pauses the AI so it won't interrupt while you respond manually. We have a guide here: https://www.jotform.com/help/how-to-take-over-chat-in-ai-agent-mobile-app/. Since I was able to replicate the issue when replying directly within Instagram chat, I have opened a ticket and escalated it to our Developers here: https://www.jotform.com/answers/34564951. We'll get back to you here once we have updates about this. If you're still experiencing issues with these features or would like help with your refund, feel free to submit a support ticket through our Help Center from the Contact Us page: https://www.jotform.com/contact/. If you already have an existing ticket and you're unable to access it, share with us the ticket link so we can check. It's highly likely that your ticket was only set to private, so ensure that you're logged in to the same account to access it. UPDATE: We'd like you let you know that the issue with automatic pause after you manually reply to the chat has now been resolved by our Developers. Thanks for your patience and understanding. Give it a try and let us know how it goes.
Need support and it lags a lot
Hi BBD GIFTS, Thanks for your feedback. Can you explain a bit more about the issue so we'll get a clear idea of what's happening? You can reach out to us from our Contact Us page: https://www.jotform.com/contact/. We'll be happy to help.
Unfortunately the Chat Bot will not stick to instructions to only use information in the knowledge bank. I have been training it for 2 months and it has every detail uploaded and is instructed to only use infpormation uploaded. But it still makes up the products' ingredients no matter how much I train it after every answer it gives. I have to switch it off as it is putting us at risk of someone having an allergic reaction. I hope I can get a refund for the 10 months remaining on teh subscription.
Hi Nimbus, Thanks for sharing your experience. We'll need to review your current setup so we can assist in resolving the issue. Feel free to create a Help Center thread from the Contact Us page at https://www.jotform.com/contact/. We'll be ready to help once we hear from you. UPDATE: We located your support ticket, and our team has completed the refund you requested. If everything now aligns with what you needed, we'd greatly appreciate it if you could take a moment to update your review here. Thanks for your time and consideration.
Sadly, there’s no real support available. We’ve been trying to reach someone since yesterday with no response. The chatbot doesn’t integrate properly with the 17Track app — the tracking link leads to a 404 error (tested in preview, not live). The bot also asks users to contact support too often, even for simple questions that could be fixed with better training. You have to upgrade and pay to train the bot properly, which doesn’t make sense — we should be able to test and refine it first, then pay once we know it performs well. We won’t pay for something without knowing how accurate or helpful it can actually become.
Did not work at all, the UI just totally hung in the app and I could not even get it to work. Bad times
Hi Cyclone Pods, Thanks for your feedback. We'd like to inform you that the issue has been resolved. We've also responded to your support ticket here: https://www.jotform.com/answers/28804181. It would mean a lot to us if you could consider updating your review based on this update. If you have any other questions, feel free to let us know from our Contact Us page at https://www.jotform.com/contact/. We'll be happy to help.
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