Common issues with the AI assistant and how to resolve them.
Cause: The AI assistant only searches published documentation, including relevant published articles and API reference content where available. If no published content matches the user's question, the AI cannot generate an answer.
Fix: Publish content to your knowledge base. The AI does not use drafts or unpublished changes.
Cause: The widget only shows the Contact support button when a contact method is configured. If contact is set to None, the button does not appear.
Fix: Navigate to Help Center > Widget > Customize, then configure Contact and AI handoff behavior there. In the Contact section, set AI handoff behavior to AI decides or Always visible. See AI escalation and handoff behavior for more details.
Cause: In the widget, when the AI cannot find sufficient information in your knowledge base, it returns a no-answer or partial-answer response and may show the Contact support button depending on the AI handoff behavior.
Fix: Publish articles that cover the questions your users are asking. The AI answers from published content only.
Cause: The AI handoff behavior in Help Center > Customize > Contact is set to Off, or no contact provider is configured.
Fix: Open Help Center > Customize > Contact and set AI handoff behavior to Always visible or AI decides. Set a contact method. Specify a provider only when you use Chat or another provider-dependent method. See AI escalation and handoff behavior for more details.
What is the AI assistant — Overview of capabilities and user experience
How to enable AI assistant answers — Enable AI in your help center and widget
Configure widget settings — Set contact methods and AI features
How AI answers work — Content scope, citations, and answer generation
AI escalation and handoff behavior — Configure when the assistant offers contact options
How AI answers work — Content scope, citations, and answer generation
