An approach provides interactive troubleshooting. A robotic chat application receives a service inquiry over a chat session from a chat-enabled device, wherein the service inquiry is associated with a service provider network. A troubleshooting engine collects information from a user of the chat-enabled device regarding the service inquiry. The robotic chat application retrieves a flow definition and an associated query corresponding to the service inquiry based upon the collected information. The troubleshooting engine generates a command, based on the query, for resolving the service inquiry.