How to Report Bugs

If you come across a bug in the interface of edna Chat Center or the mobile app/widget, please email support@edna.io. In the email subject, specify the info about the bug in the following format: Client name. Product. Short description of the issue (for example, Client N. Chat Center. The WP page is blinking).

In the email body:

  • Specify for which users (logins) this issue occurs
  • Describe the issue and how to recreate it
  • Describe how often the issue occurs
  • Attach screenshots, screen videos, soft version, and browser version

Bug in WP

  1. Download the bug log in your edna Chat Center WP.
  2. Specify the version of the soft where the issue occurred. The soft version is available in the WP as well.

  3. Also, specify the version of the browser where the issue occurred.

    For example, if you are using Google Chrome, you can see its version as follows:


    Copy the browser version from the window that opens.
  4. Specify the date and time when the error occurred.
  5. Specify the thread ID or any other information that can be used to identify the thread: client’s ID, client’s name, thread channel.
  6. Make a screenshot of the WP page (capturing the clock as well) and describe the process that led to the issue.
  7. If this is not the first time the issue is reproduced, specify how often it happens: how many times it has occurred, for which period, and for how many users (if known). If the issue has only occurred once, specify that as well.
  8. If the issue occurs often, open the developer console, wait for the issue to occur, and make screenshots of the developer console.
    1. To open the console, press F12.
    2. Go to the Console tab and make a screenshot.

    3. Go to the Network tab and press F5.
    4. Click All, and, if there are errors in the list (they are in red), click the error, and make a screenshot of the Headers tab.
    5. Click WS and repeat the process described in step 5.
  9. Attach all the collected data to the email and send it to support@edna.io.

Big in Widget/Mobile App

  1. Specify the date and time when the issue occurred.
  2. Specify the thread ID or any other information that can be used to identify the thread: client’s ID, client’s name, thread channel.
  3. Ask the client to send you a screenshot of the chat screen with the occurred issue, if possible.
  4. Ask the client to send you the order of the steps that led to the issue,if possible.
  5. If this is not the first time the issue is reproduced, ask the client to specify how often it happens: how many times it has occurred, for which period, and for how many users (if known). If the issue has only occurred once, specify that as well.
  6. Specify the client’s environment. This data is available in the Client data section in your thread with the client. You can retrieve this data by using the /client command in the agent WP. For chats in the mobile app, it’s OS version, app version, and the model of the client’s device. For web-chats, it’s OS version and the client’s browser.

  7. Attach all the collected data to the email and send it to support@edna.io.

Request Example

How to Upload Broadcast Messages from edna Pulse to edna Chat Center (WhatsApp)