66.1 Start with the User-Facing Symptom

Identify the exact problem before changing operational settings. Confirm the current Workspace, Agent, record, and action that produced the issue.

66.2 A Control Is Missing

If a button or page is unavailable, confirm you are in the correct Workspace and use only the controls available to your signed-in account. Do not bypass the user interface.

66.3 Agent Does Not Appear on the Website

• Confirm the Agent is Published.
• Confirm the correct embed snippet is installed.
• Confirm the website Origin is allowed.
• Confirm the current page is not excluded by a Restricted Path.
• Confirm the intended Agent is referenced by the installation.

66.4 Agent Cannot Answer a Question

1. Open Knowledge Sources.
2. Confirm the relevant Source exists.
3. Check its processing status.
4. Preview what the AI sees.
5. Inspect Documents and Chunks.
6. Reindex when appropriate.
7. Test the question in Playground.
8. Review Diagnostics and retrieved Sources.

66.5 Low-Confidence Responses

Improve the underlying Knowledge before weakening confidence safeguards merely to force the Agent to answer more questions.

66.6 Content Gaps

Use Content Gaps to identify repeated unanswered questions. Improve the appropriate Source or Curated Answer and test again.

66.7 Live Conversation Problems

Review Needs Human or Live status, the complete visitor thread, and current operator ownership. Use normal Claim, Reply, Transfer, Note, or Return-to-AI controls when available.

66.8 Lead Problems

Review Inbox Search, filters, status, originating Agent, originating Page, and the associated Conversation.

66.9 Workflow Problems

Test the trigger phrase in Playground and verify each intended step and Branch path.

66.10 Curated Answer Problems

Review match phrases and priority order when an incorrect Curated Answer fires.

66.11 CTA Problems

Review the CTA Label, Kind, Target URL, and the visitor intent expected to surface it.

66.12 Preserve Conversation Data

Use Search, filters, Tags, Notes, and Transfer to organize operational records. Destructive Workspace-cleanup actions are outside this manual.

66.13 Preserve Authoritative Knowledge

Keep Sources current, accurate, relevant, and free of unnecessary conflicts. Verify extracted content through Preview and Chunk inspection.

66.14 Test Before Production

Use Playground after significant changes to Knowledge, prompts, Curated Answers, Behavior Triggers, Calls to Action, Workflows, Site Type, or Lead capture.

66.15 User Operations Boundary

If troubleshooting would require Workspace administration, access administration, credential administration, subscription administration, or platform configuration, stop at the user-facing boundary and use your organization's normal support process.