The AI Agent in BoldDesk relies on activation settings, content/data sources, workflow configuration, and handover logic. If any of these fail, the chatbot may become unresponsive. Below are the most common causes — and how to fix them.

1. AI Agent Is Not Enabled in the Live Chat Widget

The most frequent cause of non‑responsiveness is that the AI Agent is not toggled on in the widget settings. To verify, go to: Admin → Chat → Live Chat → Widget Settings → General tab → Enable AI Agent. Explore Enable AI Agent in BoldDesk Live Chat for 24/7 Support.

Fix

• Ensure Enable AI Agent is switched on.
• Confirm the widget is mapped to one (and only one) AI Agent, as each widget supports a single AI bot.

2. AI Agent Has No Data Sources to Respond With

If the AI Agent has no knowledge base, Q&A, or content sources configured, it will not respond meaningfully. To verify, check that the AI Agent has access to:

• KB articles
• Web pages
• Uploaded files
• Custom Q&A entries.

Explore How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk.

Fix

• Add or assign data sources in the AI settings.
• Ensure the Knowledge Base has public access.

3. Workflow and AI Agent Running in Parallel (Conflict Issue)

A common scenario:
When the AI Agent is auto‑assigned, and a workflow also starts collecting required customer details (e.g., email), both run at the same time → chat workflow fails, and the AI may stop responding. The behaviors are as follows;

• AI Agent replies initially, then stops.
• Agents cannot respond due to the error: “A reply cannot be sent while the workflow is in progress.”

Fix

• If you use workflows, set chat routing to Assign to AI Agent (Workflow) instead of Direct.
• Ensure workflows collect mandatory details correctly before AI takes over.

4. Live Agent / Escalation Logic Blocking AI Responses

If the user chooses Talk to a Person, or if an agent manually takes over, the AI will stop responding by design. You can observe it from the following indicators;

• Chat is assigned to a human agent.
• AI no longer posts messages.

Fix

• Agents can manually reassume control but cannot assign chats back to the AI Agent. Explore How to Escalate AI Agent Chats to Human Agents in Live Chat.
• Check assignment rules or workflow escalation logic.

5. Customer Is Outside Active Chat Session

Not directly for Live Chat, but important:

• WhatsApp, email or other channels have reply windows.
• If the session expired, AI may not respond until re‑initiated with a template. Explore Agent Guide: Get Started With BoldDesk WhatsApp Messaging

6. Missing or Incorrect Widget Configuration

Incorrect widget setup can cause AI failure.

Fix Checklist

• Ensure the correct widget is being used on your website.
• Confirm the widget is linked to the correct AI Agent.

If the AI Still Does Not Respond

You may need to review:

• AI performance logs
• “Unanswered Questions by AI”

These help identify missing content or misinterpreted queries. Explore How to Test an AI 2.0 Agent.

Frequently Asked Questions

1. Why does the AI respond once and then stop?
   Most likely due to a workflow conflict, session expiration, or human takeover.

2. Can I switch a chat back to the AI Agent after assigning it to a human?
   No. Once escalated, that session remains human‑controlled.

3. Why is my AI Agent enabled but still not responding?
   Check for:

   • No data sources
   • Wrong widget
   • Workflow conflicts

4. Does the AI Agent work on all pricing plans?
   No. Only Momentum (Legacy) and Enterprise plans support AI add‑ons.

Related Articles

1. How to Test an AI 2.0 Agent
2. Get Started with BoldDesk AI 2.0 Chatbots
3. How to Add Data Sources (Libraries) to AI 2.0 in BoldDesk