Ask for support - Bug report
  • 03 May 2024
  • 3 Minutes to read
  • Contributors
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Ask for support - Bug report

  • Dark
  • PDF

Article summary

Understanding a Bug

Think of a software bug as a situation where someone reports that a lamp in their house isn't working. If they simply say, "My lamp doesn’t work," without providing any additional details, it becomes challenging to help them.


Just like a technician would need to know the address, which room the lamp is in, and perhaps the type of lamp or the last time it worked, software developers need specific information to diagnose and fix a bug. The quicker and more accurately a user can describe where and how the problem occurs, the faster the developers can find the solution and 'fix the light', so to speak.

Essential Information for Reporting a Bug

To help our support team swiftly address your issue, please provide as much detailed information as possible. Here's what you should include:

  • User Name: Your identifier in the system (email or user name).

  • Time of Occurrence: When did you encounter the bug? (date and time)

  • Environment: Specify whether it happened in development (dev), pre-production (pre-prod), or production.

  • User Agent: This is a technical term for the browser or application you were using when you encountered the bug. You can find your user agent by searching "
    Capture d’écran 2023-12-15 à 13.16.47.png{height="" width=""}" in your web browser.

  • Screenshots or Screen Recordings: Visual evidence of the bug. This can be particularly helpful in understanding exactly what went wrong.

  • Console Errors: If you're comfortable, check the console in your web browser for any error messages (Right-click on the webpage, select "Inspect" or "Inspect Element", and then click on the "Console" tab). Screenshot any errors you see.
    Capture d’écran 2023-12-15 à 13.16.13.png

  • Brief Description of the Issue: What problem did you encounter? Describe it in simple terms.

  • Steps to Reproduce: Provide a step-by-step guide on how to encounter the bug again. For example:

    • Step 1: Log in to your account.
    • Step 2: Click on the 'Reports' section.
    • Step 3: Select the date range 'Last Month'.
  • Expected Behavior: Describe what you expected to happen that did not because of the bug.

How to Report a Bug

We encourage you to use the method most convenient for you to submit a bug report. You have several channels at your disposal:

  • Email us directly at
  • Use the Slack channel "user support"
  • Utilize the "flag a bug" feature directly within the chat interface

Remember, the more detailed your bug report, the faster we can resolve the issue. Our team is committed to providing prompt and efficient support to ensure a smooth experience with our services.

Flag a bug

The "flag a bug" feature allows users to report any issues or bugs they encounter while interacting with the chat bot. This tool is essential for improving the user experience and ensuring the model functions correctly.

Locate the Bug Report Icon: While using the chat interface, if you notice a response that seems incorrect or problematic, you can initiate a bug report by clicking on the flag icon associated with that particular chat message.

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Interacting with the Bug Report Interface: Once you click the flag icon, a new interface will appear, giving you two options:
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Download a Technical Report: This option allows you to download a detailed report containing all the technical information related to the generated response. The report includes:

  • URL of the page
  • Host
  • Session UID
  • Message UID: Your original query
  • Response UID: Chatbot’s answer
  • Message: Reformulated question
  • Response
  • with Docs: Indicates if the query was processed with documentation (True) or based solely on the model's internal knowledge (False)
  • User Full Name
  • User Company

Generate a Bug Report: This option allows you to send a detailed bug report directly to our support team. The report is automatically filled with all the necessary technical details mentioned above and sent to the designated email address found in the back-office under "Chat Settings".

Capture d’écran 2024-05-03 à 14.37.28

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