Plan requirement
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| Access | Admin |
The agent replies that it cannot help, on questions you believe are covered. Four causes, in order of likelihood.
Symptoms
- It says it cannot answer a question you have an article about.
- It hands over immediately on common subjects.
- It answers some phrasings of a question and not others.
One: the article is not in scope
Check what the agent is actually allowed to read. Knowledge scope is set per agent, and an article in a section that was not included is invisible to it however good it is.
This is the most common cause and the quickest to check.
Two: the article is not published
Drafts and archived articles are not available. An article that was edited and left unpublished disappears from the agent without anything announcing it.
Three: the article does not state the answer
It covers the subject without answering the question. An article titled "About returns" that explains the policy philosophically does not tell the agent how many days a customer has.
State the answer in a sentence, near the top, under a heading that matches the question.
Four: the language does not match
The customer wrote in one language and the articles exist in another. The agent has nothing to answer from and says so, which looks like a fault and is a coverage gap.
The check that finds it
Ask the same question in the test conversation and look at what the agent reports finding. That single step distinguishes "no article" from "article not usable", which are different fixes.
If none of these fit
Collect two or three transcripts of the same failure and contact pluscloud support with them. The conversations are what make it diagnosable.
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