Why can’t the knowledge base find an answer?
Search ignores any document whose badge is not Ready. Read the status badge and chunk count first, then check the confidence threshold on the FAQ Search node.
Search covers processed records only, so a document still marked Pending or Processing answers nothing. With an empty knowledge base, the FAQ Search node sends every question down the no-match branch. A threshold left too high produces the same outcome. When the badge reads Ready, the chunk count is above zero and the threshold is sane, known questions find their answer.
Before you start
- Knowledge Base and Flow Builder visible in the left menu — both sit behind a plan gate
- At least one document with a Ready badge, or one saved FAQ entry
- A FAQ Search node in the flow your bot uses, with a step wired to its no-match branch
Step by step
These screens sit inside the Intent AI section. Sign in, open Intent AI; the menu names below are in that section's left menu.
Read the document status in Knowledge Base
Open Knowledge Base (Bilgi Bankası) in the left menu. On the Documents tab, read the badge on every row: Pending, Processing, Ready or Error. The list refreshes every five seconds while processing runs.
Set the FAQ Search node threshold and source
Open the flow in Flow Builder and select the FAQ Search node. The right panel shows the minimum confidence slider and the search source list. FAQ only skips your documents entirely, so pick FAQ plus documents.
See the FAQ step answer a known question
Send a question that the knowledge base covers from a test number. Open the latest execution in Flow Monitoring. Under the FAQ Search step in the node trace, check that an outgoing line carries the answer.
Result checkIf it did not work
Check these
- An Error badge means the document was never processed. Delete that document, upload it again, and wait for the badge to turn Ready.
- Above ninety percent confidence, most questions drop into the no-match branch. Pull the slider back to the 65 percent default and ask the same question again.
- If the list says no document has been uploaded, search is running over an empty source. Add content with Upload PDF or Add Website, or write entries on the FAQ tab.
Does this step look different in your panel?
We can review the screen and exact error text together.
This guide was checked against the product UI and code inventory on 29 August 2026.
