Troubleshooting: AI Chatbot Not Responding in BoldDesk
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.
How to Verify
Go to: Admin → Chat → Live Chat → Widget Settings → General tab → Enable AI Agent. Explore Enabling AI Agent in Live Chat.
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.
How to Verify
Check that the AI Agent has access to:
- KB articles
- Web pages
- Uploaded files
- Custom Q&A entries.
Explore How to Add AI Data Sources 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.
Behaviors
- AI Agent replies initially, then stops.
- Agents cannot respond due to the error: “A reply cannot be sent while the workflow is in progress.”
Fixes
- 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.
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. Learn more on Handling AI-Powered Conversations.
- 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 Customizing and Testing AI Agent Capabilities in BoldDesk.
Frequently Asked Questions (FAQs)
Q1. Why does the AI respond once and then stop?
Most likely due to a workflow conflict, session expiration, or human takeover.
Q2. Can I switch a chat back to the AI Agent after assigning it to a human?
No. Once escalated, that session remains human‑controlled.
Q3. Why is my AI Agent enabled but still not responding?
Check for:
- No data sources
- Wrong widget
- Workflow conflicts
Q4. Does the AI Agent work on all pricing plans?
No. Only Momentum (Legacy) and Enterprise (team based) plans support AI add‑ons.
