None of my agents are using their knowledge base... these were working fine then all of the sudden none of them are using them....this really isnt good.

HeyTelli1 Thank you for creating the ticket! A member of our team will reach out to you shortly.

@Telli1 I'm sorry to hear that your agents are not utilizing their knowledge base as expected. Let's try to troubleshoot this issue together. Could you provide me with more details about the problem? For instance, are there any error messages being displayed, or have there been any recent changes to the system or updates that might have affected the functionality?

nothing has been changed. went from agents using knowledge base to all of the sudden not. there is no errors. can see in first image expected answer then from then on it not using it knowledge base https://cdn.discordapp.com/attachments/1334044698364350474/1334046067737759775/image.png?ex=679b1ab7&is=6799c937&hm=0014398070fa841209a2b3288e2891c0cc730470f7b9b462356bfc4600fa54dd& https://cdn.discordapp.com/attachments/1334044698364350474/1334046068148535336/image.png?ex=679b1ab8&is=6799c938&hm=cc7a1adc8c58232077fcff1fc8c6bf70fbbca1e3519454e4cfc8bc3c252d4a27&

Got it. Tagging @User for additional help.

Ok thanks kinda suck as I tried everything before coming here and then thought shoot I should try and agent I know is done..and same issue wasted a bit of money...now yeah prob only a few bucks but still sucks lol

Hey @Telli1 To help track down this issue, could you share: - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help me figure out what went wrong!