Troubleshooting

Use this guide when your Nivon AI agent does not behave as expected during testing or after deployment.

AI Agent does not respond

Check that the agent is active and accepting chats.

Then check:

1. The agent is configured correctly.
2. Your knowledge sources have finished indexing.
3. The agent is correctly connected to your website.

Answer quality issues

These issues point to the knowledge base or the agent's response settings.

Incorrect answers

Check whether the required information exists in the agent's knowledge base.

1. Open Knowledge Base.
2. Check the relevant source.
3. Confirm the source is indexed and contains the correct information.
4. Update the source if the information is outdated.
5. Test the same question again in Playground.

If the knowledge is correct but the response still needs improvement, review the agent's Custom Instructions, AI Model, Tone of Voice, and Answer Length.

Incomplete answers

Check whether the source contains enough information to answer the question.

You can also review:

• Answer Length
• Custom Instructions
• AI Model
• Relevant knowledge sources

Test the question again after making changes.

Does not follow instructions

Review the Custom Instructions and ensure they are clear and specific.

Avoid conflicting instructions. Test the agent again after updating it.

Knowledge source failed to index

Open the Knowledge Base and check the source status.

• Indexed: The source has been processed.
• Failed: The source could not be indexed.

For failed sources, review them and add them again when needed.

Behaves differently after a change

Test the same question before and after the change.

Changes to the AI model, conversation mode, tone, answer length, custom instructions, and knowledge sources can affect responses.

Use the Playground to compare results and identify the change that affected the response.