Website Agent not pulling from knowledge base

Any help would be great. It seems like my widget agent isn't pulling information from the knowledge base when I ask it quesions. It just gives a generic answer. This isn't the case when I test it in voiceflow. When I test it in voiceflow, I get the correct answers. This wasn't the case a few days ago, either. Not sure what happened. It is published to production.

HHarrison Any help would be great. It seems like my widget agent isn't pulling information...

Tico | Voiceflow Assistant•9/22/25, 4:51 PM

Here are the quickest things to check when the chat widget suddenly stops using your Knowledge Base while the same project still works inside the Voiceflow test tool:

Verify the Agent step still has the Knowledge Base toggle ON in the version you published.• If you recently turned the toggle off (or duplicated the step) and hit “Publish”, the widget will load that new version and ignore the KB.
Make sure your latest change was published to the **Production** environment and that the web page is pointing to that same environment ID.• After each publish, clear the page cache / hard-refresh so the widget downloads the new script.
Use the KB “Preview” inside Creator for the *exact* user question.• If **no sources** are returned, the KB can’t find relevant chunks → refine the question or add more material.• If sources are returned but the agent still replies with a generic answer, the AI model judged that the answer isn’t inside those chunks. Try a different model or tweak your system / user prompt.
Confirm the “Not-found path” behaviour.• When enabled the user is routed to your custom “Not found” path; when disabled the assistant shows the default “Unable to find a relevant answer” message (docs.voiceflow.com › Knowledge Base > Debugging the KB).

Typical fixes
• Re-publish after re-enabling the KB toggle.
• Add or re-chunk documents so the relevant text is easier to match.
• Switch the Agent step to GPT-4 o or Claude-3 if the current model is too short-context.

Links
Docs – Knowledge Base & Debugging: https://docs.voiceflow.com/docs/knowledge-base#/
Docs – Agent step: https://docs.voiceflow.com/docs/agents#/

Voiceflow

Knowledge base

The Knowledge Base (KB) in Voiceflow is a vector database that allows you to leverage your own documents and website data to power answers and define variables on your Voiceflow Assistant.

How it works
At a high level, the KB functions in the following way

When you upload a document, it is turned …

Voiceflow

Agent step

Handle user input, search the knowledge base, call tools, and follow exit conditions — all in one step

HarrisonOP•9/22/25, 4:59 PM

I've tried all of these things.

HarrisonOP•9/22/25, 4:59 PM

It works correctly on voiceflow.com, but not on the website it's published to.

HarrisonOP•9/22/25, 6:54 PM

@San any idea why this may be happening?

Pablo Pietropinto•9/22/25, 11:16 PM

Hi, im having the same problem

Pablo Pietropinto•9/22/25, 11:17 PM

my agent dont work anymore with KB on my website

PPablo Pietropinto Hi, im having the same problem

HarrisonOP•9/23/25, 1:55 AM

Let me know if you figure it out. Thanks!

iljush•9/23/25, 9:10 AM

Came here same thing

please also let me know once you found a solution.

iljush•9/23/25, 9:39 AM

@Tico | Voiceflow Assistant maybe another idea? this seems to be a recent issue as well

mutiso_•9/23/25, 12:19 PM

@Tico | Voiceflow Assistant I'm experiencing the same issue with the agent step. It retrieves from KB properly within the canvas but not in production, yet the KB is turned on within the agent step. This is a recent issue I'm facing and it's really a big huddle since I have a client meeting to showcase progress tomorrow morning. Kindly assist.

iljush•9/23/25, 12:44 PM

I contacted support and referenced this chat, maybe it'll help

mutiso_•9/23/25, 12:53 PM

Thanks @iljush, hopefully they come through.

rkb•9/23/25, 1:37 PM

Hey guys - the issue has been identified and VF is working on it now.

In the interest of not double-threading, keep an eye on this thread for updates: https://discord.com/channels/1079548823610871889/1419765518851768380

If you need anything regarding this topic, please use that thread (link above) and ignore this one

Thanks!