Common issues with the AI assistant and how to resolve them.
Cause: The AI assistant only searches published articles. If your knowledge base has no published articles, or none that match the user's question, the AI cannot generate an answer.
Fix: Publish at least one article 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 The AI does not use drafts or unpublished changes.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 and set a contact method. In the Escalation strategy 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 skips the answer and shows the Contact support button immediately.
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. Select a contact provider so the panel can route users to your team. 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
