Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| 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.
Is the article inside the agent's knowledge scope?
Check what the agent is 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 quickest of the causes to check, so start here.
Is the article published?
Only published articles are available. An article left in Draft, or archived, disappears from the agent without anything announcing it, which is why this matches the symptom of an agent that worked and then stopped on one subject.
Does the article 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.
Does the article exist in the customer's language?
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 a test conversation, then open the article you expected and check two things about it: is it inside the agent's knowledge scope, and is it published. Those two answers separate "no article available" from "article available but not usable", which are different fixes.
Do this before changing any setting. Escalated conversations are excluded from automated resolutions entirely, so every one of these handovers is also a resolution you did not get.
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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