AI Not Responding

If the Enorve AI isn't generating responses or is escalating too frequently, use this guide to diagnose and fix the issue.

Quick Diagnosis

Check these common causes first:

Step 1: Check Your Knowledge Base

AI can only respond based on what it knows. An empty or sparse knowledge base causes most AI issues.

Verify Content Exists

1. Go to Knowledge in the sidebar
2. Check the summary stats:
   • Total Articles: Should be > 0
   • Published: Articles available to AI
   • Recently Updated: Freshness indicator

Add Content If Missing

1. Click Add Article
2. Choose Paste Content for quick addition
3. Add your FAQs and common questions
4. Click Add Content

See Training Your AI for detailed guidance.

Step 2: Check AI Configuration

Confidence Threshold Too High

If set too high, AI will escalate even when it has relevant knowledge.

1. Go to Settings → Account Settings tab
2. Find AI Configuration
3. Check the Confidence Threshold slider
4. If above 90%, try lowering to 75-80%
5. Click Save Configuration

Maximum AI Attempts Reached

If AI has tried multiple times without success, it escalates.

1. Check Max AI Attempts setting
2. Default is 3 attempts
3. Increase if AI is escalating too quickly

Blacklisted Topics

AI automatically escalates blacklisted topics.

1. Check Blacklisted Topics in AI Configuration
2. Remove topics that shouldn't be blocked
3. Topics appear as removable badges

Step 3: Support-Only Mode

When Support-only AI is enabled, the AI refuses off-topic questions.

Check the Setting

1. Go to Settings → Account Settings
2. Find AI Behavior Mode
3. If "Support-only AI" is toggled on, AI will decline general questions

Expected Behavior

With Support-only mode enabled, AI will politely decline:

• General knowledge questions
• Jokes and entertainment requests
• Political or controversial topics
• Questions unrelated to your business

This is not a bug - it's the intended behavior to keep conversations focused.

View AI Refusal Insights

1. Check the AI Refusal Insights section
2. See what types of questions are being declined
3. If legitimate support questions are refused, add more knowledge

Step 4: Check AI Identity Configuration

AI may not respond well if identity isn't configured.

1. Go to Settings → Account Settings
2. Find AI Identity Configuration
3. Ensure these are set:
   • Company Name
   • Support Email
   • AI Assistant Name

Step 5: Check Connection & System Status

Real-Time Connection Issues

AI responses require an active connection to our servers.

Signs of connection issues:

• Messages stuck as "Sending..."
• No typing indicator from AI
• Timeout errors

Solutions:

1. Refresh the page
2. Check your internet connection
3. Try a different browser
4. Clear browser cache

Server Issues

Occasionally, server issues may affect AI responses.

1. Check for any system status banners in Enorve
2. Look for "Service temporarily unavailable" messages
3. If persistent, contact support

Step 6: Check Conversation Context

AI performance depends on conversation context.

Conversation Too Long

Very long conversations may cause issues:

• AI has limited context window
• Old messages may not be considered
• Start a new conversation for fresh context

Customer Message Unclear

AI may struggle with:

• Very short messages ("help")
• Multiple questions in one message
• Non-English text (if not supported)

Step 7: Review AI Analytics

Check AI performance metrics:

1. Go to Analytics
2. Look at AI-specific metrics:
   • AI Resolution Rate
   • Average Confidence Score
   • Escalation Rate

High escalation rates indicate knowledge gaps or threshold issues.

Common Error Messages

"I'm having trouble looking that up"

Cause: Integration or knowledge base search failed.

Solutions:

1. Check if integrations (Shopify, etc.) are connected
2. Verify knowledge base has relevant content
3. Try the query again

"Let me connect you with someone who can help"

Cause: AI confidence is low or topic is blacklisted.

Solutions:

1. Add more knowledge about the topic
2. Remove from blacklisted topics if appropriate
3. Lower confidence threshold

Still Having Issues?

1. Document the problem:
   • Screenshot of the conversation
   • The specific customer question
   • Expected vs. actual AI behavior
2. Check recent changes:
   • Did you modify AI settings?
   • Did you delete knowledge articles?
   • Did you add new blacklisted topics?
3. Contact support at hello@enorve.com with your documentation