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Common Conversation AI issues
| Issue | Likely cause |
|---|---|
| Bot does not respond at all | Conversation AI is disabled or channel is not assigned |
| Bot gives irrelevant answers | Training data is incomplete or outdated |
| Bot responds when it should not | Trigger conditions or channel filters are too broad |
| Handoff to human fails | Handoff rules are not configured or no agents are available |
| Knowledge base not syncing | Source URL is unreachable or sync schedule is paused |
Step 1: Verify Conversation AI is enabled
Check the main toggle
Navigate to Conversation AI > Settings in the Hoop platform. Confirm the master toggle is switched on. If it is off, the bot will not respond to any messages.
Confirm the bot is assigned to the correct channel
Under Conversation AI > Channels, verify the bot is enabled for the specific channels you expect — such as SMS, web chat, Facebook Messenger, or Instagram DM. Each channel must be individually activated.
Step 2: Improve response quality
Review your training data
Go to Conversation AI > Knowledge Base and review the content the bot is trained on. Ensure it covers the topics your contacts are asking about. Gaps in training data are the most common cause of irrelevant responses.
Add Q&A pairs
For frequently asked questions, add explicit Q&A pairs under Conversation AI > Q&A. These take priority over general knowledge base content and give you precise control over specific answers.
Adjust the confidence threshold
Under Conversation AI > Settings, adjust the confidence threshold. A higher threshold means the bot only responds when it is very confident, which reduces incorrect answers but may cause more handoffs. A lower threshold makes the bot more responsive but increases the risk of poor answers.
Step 3: Fix knowledge base sync issues
Check your source URLs
If you are syncing from a website, verify the URLs are publicly accessible and not behind a login wall. The Hoop crawler cannot access password-protected content.
Review sync status
Under Conversation AI > Knowledge Base, check the last sync timestamp and status. If the sync shows an error, click into it for details. Common errors include DNS failures, timeouts, and 403 responses.
Step 4: Configure handoff to human agent
Enable handoff rules
Navigate to Conversation AI > Handoff and ensure handoff is enabled. Define the conditions that trigger a handoff — for example, when the bot’s confidence is below the threshold or when the contact explicitly requests a human.
Set agent availability
Handoffs only work when at least one agent is marked as available. Check Settings > Team Management to confirm agent availability status and working hours.
If no agents are available when a handoff is triggered, the bot can be configured to either continue responding or send a fallback message. Configure this under Conversation AI > Handoff > Fallback Behavior.
FAQs
Can I use Conversation AI on multiple channels at once?
Can I use Conversation AI on multiple channels at once?
Yes. You can enable Conversation AI on any combination of channels. Each channel can have its own trigger conditions and behavior, or you can use a shared configuration across all channels.
How do I stop the bot from responding to certain contacts?
How do I stop the bot from responding to certain contacts?
Add a contact tag or custom field condition to your trigger rules. For example, you can exclude contacts tagged as “VIP” so they always reach a human agent directly.
Why does the bot repeat the same answer?
Why does the bot repeat the same answer?
This usually happens when the knowledge base contains duplicate or very similar content. Review your training data and remove duplicate entries. Also check that Q&A pairs do not overlap with knowledge base content.