Overview

If your AI Customer Agent isn’t using recently added Knowledge, first confirm that the content has finished processing and is available to the Agent.

The issue may come from an incomplete upload, unclear or conflicting information, or how the Knowledge is organized.

Check your upload status

Go to Knowledge and open Upload History.

Find the file or URL you recently added and check its processing status. Make sure it shows Complete rather than Processing or Failed.

Once processing is complete, open the uploaded item and review the content to confirm that Dealism processed the information correctly.

If the upload failed, try uploading the content again.

Test the new Knowledge

After confirming that your Knowledge has been processed, test your Agent before using it in a live conversation.

Go to Agents, select your Agent, open Basic Info, and use Try Me.

Ask a question that should be answered using the new information you added.

If the Agent answers correctly, the Knowledge is available. If it still cannot provide the expected answer, review the Knowledge content and configuration.

Check for common Knowledge issues

Make sure the information you added is clear and specific. Using terminology similar to what your customers normally use can make the content easier to apply during conversations.

Review your existing Knowledge for outdated or conflicting information. Update or remove old entries when they no longer represent your current products, pricing, policies, or services.

You should also make sure your information is organized using the appropriate Knowledge type, such as Document, FAQ, Product List, or Use Case.

If information is spread across incomplete or very small pieces of content, consider organizing it into clearer and more complete materials.

Check live conversations

If your Agent uses the new Knowledge correctly in Try Me but not during live customer conversations, review the affected conversation and connected channel.

You can also switch to Copilot while troubleshooting so you can review AI-generated replies before they are sent to customers.

Ask DealOnca for help

If the Knowledge shows as Complete but your Agent still isn’t using it correctly, ask DealOnca to help review the issue.

Explain what information you added and provide an example of the question your Agent isn’t answering correctly.

DealOnca can help you review your Knowledge and identify information that may need to be updated or reorganized.

Keep your Knowledge reliable

Test your Agent after adding or changing important Knowledge.

Keep product information, pricing, policies, and FAQs current, and remove outdated information that could conflict with newer content.

When you notice repeated questions that your Agent struggles to answer, add clearer information to your Knowledge Base and test again.