Workflow Issues

Problem: Workflow status shows "ERROR"

Solutions:

• Check workflow logs for error details
• Verify Chatwoot integration is configured correctly
• Ensure AI model credentials are valid
• Try restarting the workflow
• Contact support with error details

Problem: Chatbot not responding to messages

Solutions:

• Verify workflow status is "ACTIVE"
• Check Chatwoot inbox is properly configured
• Ensure demo URL is correct
• Verify system message is properly configured
• Check API call limits haven't been exceeded

Problem: AI responses are inaccurate or the AI says it doesn't have information when it should

Solutions:

• Verify the knowledge base is linked to the workflow and all documents have COMPLETED status
• Lower the similarity threshold slightly (e.g. from 0.7 to 0.6) — useful when customer questions are phrased differently from the document wording
• Increase the retrieval limit if the relevant content is spread across many chunks
• Check that uploaded PDFs are text-selectable; scanned PDFs without a text layer will upload successfully but the AI cannot read the content
• Review the system message — a vague or overly brief instruction set can cause the AI to fall back on general knowledge instead of your documents
• Confirm documents are current — outdated content in the knowledge base produces outdated answers