Overview
When your agent gives unexpected responses, the cause is almost always one of three things: a document that did not finish processing, a document that encountered an error, or an agent configuration that needs updating. This article walks through each scenario.
The agent says it does not know something that is in your documents
Most likely cause: The document has not finished processing, or it encountered an error during processing.
Open Agents → Configuration in the left sidebar.
Select the agent and open the Knowledge Base tab.
Check the status of each document:
Status | What it means |
Pending | Queued for processing — wait a few minutes |
Processing | Actively being analysed — wait for it to complete |
Ready | Successfully processed — agent can use this document |
Failed | Processing failed — the agent cannot use this document |
4. If a document shows Failed, remove it and re-upload it. If it fails again, check that the file is not corrupted and is within the 4.5 MB size limit.
Also check the analysis run status. Some file formats go through a separate analysis step after processing:
Analysis status | What it means |
Queued | Waiting to start analysis |
Analyzing | Analysis in progress |
Ready | Analysis complete — agent can use insights from this document |
Failed | Analysis failed — try re-uploading |
Unsupported | The file format cannot be analyzed — use a supported format instead |
If a document shows Unsupported, convert it to PDF, DOCX, or TXT and re-upload.
The agent gives wrong or outdated answers
Most likely cause: The knowledge base contains outdated documents, or the agent’s configuration (personality, response style) is pulling it in a different direction.
Review the documents in Agents → Configuration → Knowledge Base. Remove any outdated files and upload current versions.
Check that all key documents have Ready status.
Review the agent’s Response Style setting in Agents → Configuration. A “Concise” style may cause the agent to omit detail that exists in your documents.
The agent is not responding at all
Most likely cause: The agent may not be active, or the embed code or hosted page link is pointing to the wrong agent.
Open Agents → Configuration and confirm the agent you expect to be live is listed.
If you are using the embed code, check that the
embedTokenin your website matches the token shown in the Embed tab of the agent’s configuration.If you are using the hosted page, check that the URL matches the one shown in the Website tab.
A document with an error status will not re-process
If re-uploading the same file continues to fail:
Confirm the file is under 4.5 MB.
Confirm the format is supported — see the full list in Adding documents to your agent’s knowledge base.
Try converting the file to PDF before uploading.
If the problem persists, contact support with the file name and error status shown.