If your AI isn’t responding properly, it usually means data isn’t trained, settings are misconfigured, or the question is outside your scope.
Use this checklist to quickly fix it.
1. Data is not trained #
Check this first
- Go to Edit → Data Source
- See if your data is in New
If yes:
Click Refresh Agent
Why this matters
AI only answers from Trained data.
2. No relevant data exists #
What to check
- Did you add the right:
- Files
- URLs
- Q&A
If not:
Add relevant content and click Refresh Agent
3. Wrong or missing content #
What happens
- AI gives no answer or incorrect answer
Fix:
- Update your data
- Use Corrections to fix specific responses
4. Question is outside scope #
Example
User asks something not in your data.
Result:
- AI shows fallback message
Fix:
- Add that topic to your Data Source
5. Domain not allowed #
Check
- Go to Security → Allowed Domains
If your domain is missing:
Add it and reload your site
6. Agent not enabled #
Check
- Make sure your agent is active and embedded properly
7. Model or settings issue #
Check in AI Model Settings
- Model selected
- Prompt is not too restrictive
- Context is not too low
Try:
- Use Comprehensive context
- Simplify your prompt
8. Didn’t refresh after changes #
Very common issue
After any update:
- Add data
- Remove data
- Re-crawl
You must click Refresh Agent
Quick checklist #
- Data added
- Data trained (Refresh Agent)
- Correct content available
- Domain allowed
- Agent enabled
Tip #
If unsure, test in Preview and ask a question you know exists in your data.
Next, go to Data Source and click Refresh Agent, then test your agent again.
If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
