Why can’t the knowledge base find an answer?
Check that the document or FAQ is active and processed. In FAQ Search, select the correct question variable and not-found output.
Check that the document or FAQ is active and processed. In FAQ Search, select the correct question variable and not-found output. Confirm that a known question finds its answer and an unknown question follows the agent path.
Before you start
- The time of the issue and affected record
- The exact on-screen error text
Step by step
Open Knowledge Base and Flow Builder
Go to Knowledge Base and Flow Builder from the main menu. Confirm that the selected record matches the task you are about to complete.
Why can’t the knowledge base find an answer?
Check that the document or FAQ is active and processed. In FAQ Search, select the correct question variable and not-found output.
Check the result
Confirm that a known question finds its answer and an unknown question follows the agent path.
Result checkIf it did not work
Check these
- If the screen or control is missing, check your user role and whether the feature is enabled for your account.
- If the action does not finish, send the exact on-screen error text to support.
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.
