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. Ensure the content covers the topics users are asking about. The AI does not use drafts or unpublished changes.
Cause: The widget only shows the Contact support button when a contact method is configured in widget settings. If contact is set to None, the button does not appear.
Fix: Navigate to Help Center → Widget → Customize and set a contact method, such as an email form or external link.
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 help center AI panel and the widget handle negative feedback differently. In the help center, clicking thumbs down prompts the user to continue searching the knowledge base rather than contacting support.
Fix: This is expected behavior. If you want users to reach support after negative feedback, consider embedding the widget with a configured contact method.
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
