> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Conversation AI settings

> Resolve common issues with Conversation AI configuration in the HoopAI platform, including bot responses, training data, and handoff settings.

When Conversation AI is not behaving as expected in the HoopAI platform — whether the bot is not responding, giving poor answers, or failing to hand off to a human — the issue usually comes down to configuration, training data, or channel setup.

***

## 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| Bot gives irrelevant answers    | Training data is incomplete or outdated                     |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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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>

  <Step title="Review trigger conditions">
    Check if you have set trigger conditions that limit when the bot activates. For example, a condition set to "only new contacts" will prevent the bot from responding to existing contacts.
  </Step>
</Steps>

***

## Step 2: Improve response quality

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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>
</Steps>

<Tip>
  Start with a confidence threshold around **0.6** and adjust based on the quality of responses you observe in conversation logs.
</Tip>

***

## Step 3: Fix knowledge base sync issues

<Steps>
  <Step title="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.
  </Step>

  <Step title="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>

  <Step title="Manually re-sync">
    Click the **Sync Now** button to force a refresh. After syncing, test the bot by asking a question that should be answered by the newly synced content.
  </Step>
</Steps>

<Warning>
  Changes to your knowledge base may take a few minutes to take effect. The bot continues to use the previous version until the new data is fully indexed.
</Warning>

***

## Step 4: Configure handoff to human agent

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Test the handoff flow">
    Send a test message that should trigger a handoff (such as "I want to speak to a person"). Verify that the conversation is routed to the correct team or agent and that the bot stops responding.
  </Step>
</Steps>

<Note>
  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**.
</Note>

***

## FAQs

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>