AI Does Not Know An Answer
If the AI cannot answer a caller, the most common reason is missing or unapproved knowledge.
Check Approved Knowledge
Open the Knowledge section and confirm the answer exists in approved knowledge. Imported website or file content is not used until reviewed and approved.
Check:
- business basics
- hours
- services
- FAQs
- pricing
- policies
- custom info
Check Active Cards
For FAQ, pricing, policy, and custom info cards, confirm the card is active. Inactive cards are ignored.
Add Caller Phrases
If the answer exists but the AI misses it, add keywords or alternate phrases. Use words callers say naturally.
Example:
Question: Do you accept walk-ins?
Keywords: walk-in, same day, available today, appointment
Use Safer Fallbacks
For questions that should not be answered automatically, set behavior to Take message or Transfer. This is better than giving a vague answer.
Test Again
Use the test call area or call the AI number directly. Ask the question in a few different ways to confirm the AI understands the topic.