AI Answers replies "I don't have that information available. Please contact our support team for assistance." when none of the articles it may use answers the question. It never answers from the open internet, so the fix is always in your articles.
No published article answers the question yet
Every answer is written only from the published articles in your own help center. If the answer isn't written down anywhere, write it: add a new article, or add a section to the article readers would expect to find it in. See Make your help center ready for AI.
The article exists, but readers can't see it
AI Answers uses only the articles the reader is allowed to read, with the same rules as search. The article has to be:
published,
set to Public in its Access card (not Anyone with the link or Private),
in a category shared with Everybody,
released in the language the reader is using.
See Search can't find an article for how to check each one.
The answer isn't in the article's text
AI Answers reads the words in your articles. It doesn't read text inside images or videos, or the contents of attached files, and team notes are always left out. Write the key facts out in the article itself.
The article uses different words
AI Answers starts by finding the articles that best match the question. Use the words your readers use: the names of your features, the labels on your buttons and the exact text of error messages. A title that matches the question helps too.
You published it a moment ago
AI Answers needs a moment to pick up new and changed articles. Wait a little, then ask again.
Other messages readers may see
"That question is a little too long. Please shorten it to 200 characters or fewer and ask again." Ask AI takes questions of up to 200 characters. Shorten the question.
"AI answer is unavailable right now." on your help center, or Something went wrong in the widget. Ask AI takes one plain question, so it turns down several sentences at once and text that looks like code. Right now it also turns down many ordinary questions by mistake, so try wording the question differently. The same message shows when a reader asks many questions in a short time and reaches the fair-use limits, or when something goes wrong on the way. Trying again a little later helps then.
You're going a little fast in the widget. The reader asked many questions in a short time and reached the fair-use limits. They can ask again a little later.
There's no Ask AI button at all
AI Answers is part of the Catalyst plan, and an add-on for Bootstrap and Growth. See Add AI Answers to your plan.
It's off until you switch it on. Click the gear icon, then Settings, and switch on AI Answers under AI features. See Turn on AI Answers.
The button can be hidden in your design. In the template editor, open the Search bar component and check Show "Ask AI" button under Behaviour.
See what readers ask
In the left menu, click Statistics:
What people search for lists what readers typed. Failed shows the searches that didn't lead them to an article.
What people ask AI about your articles lists questions readers asked about a particular article in the widget, and how often each was answered well.
What needs your attention can flag a question the AI struggles with and link to the article to improve.
Still stuck?
Contact our support team with the exact question, the page where it was asked and the article that should answer it. See Contact HelpCenter.io support.
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