Troubleshooting: AI Not Responding
When the Convi AI assistant doesn't respond to a customer's query, it can be disruptive to the user experience on your storefront. A non-responsive AI can stem from several issues, ranging from initial setup configurations to specific settings within your Convi panel. This guide provides a step-by-step process to diagnose and resolve the most common causes, ensuring your AI assistant is online and ready to help your customers.
In this article
Step 1: Verify AI Agent Abilities
The most fundamental reason an AI may not respond is that its core abilities are not active. Abilities are the skills your AI assistant uses to perform tasks. If the necessary abilities are disabled, the AI cannot perform its functions.
Navigate to AI Agent → Abilities in your Convi panel.
Ensure that essential abilities like Knowledge Search and Products search are toggled on and show an "Active" status.
If an ability is inactive, simply toggle it on to activate it. The change is instant.
ℹ️ Note: The Handover to human ability is crucial for escalating conversations to your support team when the AI cannot answer. Ensure this is active to provide a seamless customer experience. |
Step 2: Check Your Knowledge Base
The AI relies on your Knowledge Base to answer customer questions. If the knowledge base is empty or lacks relevant information, the AI will not have the necessary data to formulate a response.
Go to AI Agent → Knowledge base.
Verify that you have added knowledge sources, such as FAQs, product information, and store policies.
If your knowledge base is empty, click the Add knowledge button to start adding content. You can add FAQs, sync your Shopify product catalog, or create custom entries.
💡 Tip: A robust knowledge base is the backbone of an effective AI assistant. Regularly review and update your knowledge sources to ensure the AI has the most current and accurate information. |
Step 3: Review Assistant Behavior and Instructions
Your AI's behavior and custom instructions define its personality and operational guidelines. Misconfigurations in this section can sometimes lead to unexpected behavior, including a lack of response.
Go to AI Agent → Assistant behavior.
Check the Assistant personality settings to ensure a name and tone of voice are selected.
Review the Custom instructions textarea. While this is a powerful feature, overly restrictive or conflicting instructions could confuse the AI. Ensure your instructions are clear, concise, and accurately reflect your brand and policies.
⚠️ Important: If you have recently made significant changes to your custom instructions, try simplifying them temporarily to see if it resolves the issue. Complex or contradictory instructions are a common cause of AI non-responsiveness. |
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