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.
2 Replies
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:
1. 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.
2. 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.
3. 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.
4. 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#/
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
I've tried all of these things.
It works correctly on voiceflow.com, but not on the website it's published to.
@San any idea why this may be happening?