Why can’t the knowledge base find an answer?
Search ignores any document whose badge is not Hazır (ready). Read the status badge and chunk count first, then check the threshold on the FAQ Arama node.
Search covers processed records only, so a document still marked Bekliyor (pending) or İşleniyor (processing) answers nothing. With an empty knowledge base, the FAQ Arama node sends every question down the EŞLEŞMEDİ (no match) branch. A threshold left too high produces the same outcome. When the badge reads Hazır, the chunk count is above zero, the threshold is sane and Arama Kaynağı includes documents, known questions can find their answer.
Before you start
- Bilgi Bankası and Flow Builder open on your plan — otherwise the red warning “Bu özellik mevcut planınızda bulunmuyor” appears
- At least one document with a Hazır badge, or one saved entry on the SSS tab
- A FAQ Arama node in the flow your bot uses, with a step wired to its EŞLEŞMEDİ 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 Bilgi Bankası
Open Bilgi Bankası (Knowledge Base) in the left menu. On the Dökümanlar tab, read the badge on every row: Bekliyor, İşleniyor, Hazır or Hata. The list refreshes every five seconds while processing runs.
Set the FAQ Arama node threshold and source
Open the flow in Flow Builder and select the FAQ Arama node. The right panel shows the Min Güven slider and the Arama Kaynağı list. Sadece FAQ skips your documents entirely. If you want answers from documents, pick FAQ + Dökümanlar; a document match is turned into an AI summary that goes out without review.
See the FAQ step answer a known question
Send a question that the knowledge base covers from a test number. Open the latest run in Flow İzleme. Under the FAQ Arama step in the Node İzleme list, check that a “Giden:” line carries the answer.
Result checkIf it did not work
Check these
- A Hata badge means the document could not be processed. A PDF without a text layer fails again when re-uploaded, so upload a PDF with selectable text. On a website row, Hata means the site source could not be processed.
- Above ninety percent Min Güven, most questions drop into the EŞLEŞMEDİ branch. Pull the slider back to the 65 percent default and ask the same question again.
- If the list says “Henüz doküman yüklenmemiş”, there is no document content to search; only SSS entries, if any, are searched. Add content with PDF Yükle or Web Sitesi Ekle, or write entries on the SSS 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 4 October 2026.
