My AI Isn't Answering Questions Accurately

The AI says it doesn't have information when it should

• Check that the knowledge base is linked to the workflow. Go to Dashboard → Workflows, open your workflow, and verify that the correct knowledge base is listed and linked.
• Check document status. Open the knowledge base and confirm all documents show COMPLETED status. Documents still in PROCESSING or FAILED status are not searchable.
• Lower the similarity threshold. In the knowledge base link settings (inside the workflow), try lowering the threshold from 0.7 to 0.6. This allows broader matches when customers phrase questions differently from your document wording.
• Check for scanned PDFs. Scanned PDFs without a text layer upload successfully but contain no extractable text. The AI cannot read them. Convert to a text-based format and re-upload.

The AI gives wrong or outdated answers

• Update your knowledge base. The AI answers from documents — not your live website. If your pricing, policies, or product details have changed, re-upload the relevant document with the latest version.
• Review the system message. An overly brief or vague system message can cause the AI to fall back on general knowledge instead of your documents. Open Dashboard → System Messages and check the instructions.

Responses feel generic or off-topic

• Increase the similarity threshold. In the knowledge base link settings, try raising it from 0.7 to 0.8 to filter out loosely matching chunks.
• Reduce the retrieval limit if you have a very focused chatbot covering a narrow subject — fewer retrieved chunks means less noise.
• Rewrite the system message to be more specific about which topics the AI should cover and which it should decline.

What's next

• Best Practices for Knowledge Bases — organize documents for better accuracy
• How System Messages Work — write clearer AI instructions