My Bot Isn't Answering

The AI agent has a few gates that can prevent it from replying. Work through this checklist to find the cause.

1. Check that the bot is enabled

1. Go to Settings → Apps → [app] → AI Agent.
2. Look at the toggle at the top. If it shows Off, the bot is disabled.
3. Enable it and set a mode: Suggest (drafts replies for agents to approve) or Auto (replies directly).

2. Check the operating mode

In Suggest mode, the bot drafts a reply but doesn’t send it until an agent approves it. If you’re looking for automatic replies, switch the mode to Auto.

3. Check that at least one knowledge source is configured and trained

The bot answers from sources you curate. If no sources are enabled, it has nothing to draw on and will abstain.

On the AI Agent settings page:

• Knowledge base: check the toggle is on and that the last training shows a recent date. If it shows “Not trained yet”, click Train AI.
• Web pages: check that any configured pages have a status of trained.
• Files: check that uploaded files are processed.
• Q&A snippets: check that active snippets are present.

If training is in progress (status: “training”), wait for it to complete before testing.

4. The bot is designed to stay quiet when it isn’t confident

The abstain gate is intentional. If the bot doesn’t have a confident answer from its knowledge sources, it stays silent rather than guessing. This is by design.

If the bot is staying quiet on questions it should be able to answer, it may mean:

• The relevant knowledge base articles haven’t been trained yet (click Train AI).
• The question isn’t covered by any article or Q&A snippet. Add a Q&A snippet for that specific question.
• The bot’s business context (persona) field is blank. Add a sentence describing your product and customers - it helps the bot contextualize questions.

5. Check for recent knowledge changes

If you recently added or updated articles, the bot’s training may be out of date. Go to Settings → Apps → [app] → AI Agent → Knowledge Base and click Re-train to update its training.

6. The bot only replies to new messages

The bot does not retroactively reply to conversations that started before it was enabled. It only acts on new incoming messages once it’s turned on.

Still not working?

Email [email protected] with:

• Your app key.
• An example conversation where the bot should have replied but didn’t.
• A screenshot of your AI Agent settings page.