Troubleshooting

Fidiora says "I don't know" too often

This almost always means a content gap. Fidiora answers only from what you connect, and hands off rather than guessing.

• Group the unanswered questions by topic. The biggest groups are the articles to write first.
• Check the questions really are documented. If customers use different words than your docs ("account" vs. "workspace"), add the customer's words to headings.
• Check the answer is in the article, not implied. Unstated conditions read as missing content.
• Confirm the source is connected and synced in the portal.
• Review the confidence threshold only after the content is fixed. A conservative threshold is correct at launch.

The answer is wrong or outdated

1. 01

   Find the cited source

   Open the conversation and check which article Fidiora cited. Wrong answers nearly always trace back to an outdated, unclear, or contradictory source.

2. 02

   Fix or remove the source

   Correct the article, or remove it if it is obsolete. Archived but reachable content is still read, so remove rather than archive.

3. 03

   Check for duplicates

   Search for other articles covering the same topic. Two articles that disagree will produce inconsistent answers.

4. 04

   Re-sync

   Re-sync the knowledge source in the portal so Fidiora answers from the corrected version, then test the question again.

5. 05

   Add a rule if the topic is sensitive

   If the topic is one where a wrong answer is costly, such as refunds or legal, add a rule that routes it to a human regardless of confidence.

Too many handoffs

• Look at the handoff reasons first. Handoffs for sensitive topics, VIPs, and explicit requests are working as intended.
• If many are low-confidence handoffs on documented questions, the content is unclear, split across pages, or missing conditions. See Connect knowledge sources.
• Check for rules that fire too broadly, such as a topic rule catching routine questions.
• Once a week of review shows borderline answers were correct, consider loosening the confidence threshold a little.
• Remember handoffs are free. Reducing them is about your team's workload, not your bill.

The widget is not showing

• View the page source and confirm the snippet is present.
• Confirm it sits before the closing body tag and was not altered or escaped by your editor.
• Clear site and CDN caches and reload in a private window.
• Check for a content security policy, ad blocker, or consent tool blocking third-party scripts.
• Confirm the snippet is on the template used by the page you are testing. See Install the chat widget.

The bill is higher than expected

• Check your spend cap is set, and at the level you intended. The bill can never exceed it. See Resolutions and billing.
• Compare resolutions to conversation volume. Higher volume, such as a seasonal spike or a new channel, means more resolutions.
• Re-read the resolution definition. Handoffs, abandoned chats, silent timeouts, and follow-ups in the same thread are never billed.
• Review a sample of billed resolutions. If you find one that does not meet the definition, email support@fidiora.com.
• If you want a hard ceiling, set the near-cap behavior to route everything to your team.

Handoffs arrive without enough context

Agents should be able to reply without asking anything the customer already said. If they cannot, check where handoffs land and which fields carry over. When handoffs go to another tool through an integration, confirm the transcript and customer details are mapped. See Integrations overview and AI to human handoff best practices.

Still stuck

Email support@fidiora.com with an example conversation and what you expected. Check the status page for any ongoing incident.