Troubleshooting: my agent isn't using my knowledge base
When an agent says "let me check" for something you know is written down, it almost always means it can't reach that content. Work down this list.
Quick checklist
| # | Check | Where |
|---|---|---|
| 1 | The library is switched on for this agent, and you clicked Save | Agent → Knowledge |
| 2 | Search knowledge base is on (WhatsApp and chat) | Agent → Skills → Answers |
| 3 | The document shows Indexed | Knowledge → Files |
| 4 | The fact is really in the text the agent reads | Open the document; for PDFs, the Text agents read tab |
| 5 | The fact is short and clearly worded | See How your agent searches |
| 6 | No other document says something different | Is it covered? box in Files |
Symptom → cause → fix
| Symptom | Likely cause | Fix |
|---|---|---|
| Agent never answers from any document | No library switched on, or not saved | Agent → Knowledge → switch on → Save |
| Works on calls but not on WhatsApp | Search knowledge base skill is off | Agent → Skills → Answers → switch it on → Save |
| Document stuck on Error | Old format, scanned PDF, or empty file | Click Retry; if it fails again, upload .docx, .xlsx, .csv or a text PDF |
| Upload refused | Over 50 MB, more than 5 files, or a file type that isn't allowed | Split or convert the files |
| Upload files is greyed out | Read-only library (Google Sheet or property system), or no library yet | Use a normal library, or update the sheet and Sync now |
| Connect a Google Sheet is greyed out | Google Sheets not connected for your company | Connect it in Sidebar → Integrations |
| Sync now fails | The Google connection expired | "Reconnect Google Sheets in Integrations." then sync again |
| Website import won't start | Another import is running in this library, or your plan doesn't include it | Wait for the first one, or check your plan |
| Agent quotes an old price | An old document or website page still says it | Search with Is it covered?, then edit or delete the old one |
| Agent mixes facts from different branches | All branches share one library | Make one library per branch and switch on only the right one |
| Buttons open an upgrade window | Knowledge is locked on your plan | Upgrade to unlock |
Still not answering correctly?
- Open Try it live and ask the exact question a customer asked.
- If the agent says it doesn't know, the question will show up in Questions to review within about a day. Approve an answer there. See Review questions.
- Check the agent's instructions don't tell it to avoid the topic. See Writing instructions.