Most issues with the AI Agent fall into a small set of patterns. This article covers the common ones.
The AI Agent is escalating questions it should be able to answer
Most common cause: a knowledge gap. The AI Agent does not have an FAQ or relevant Facts for the topic, or the entries are not activated for this AI Agent.
Fix:
Look at the escalated conversation. What was the guest actually asking?
Check the AI Agent's active knowledge for that topic.
If no entry exists, write an FAQ. See Writing effective FAQ entries.
If the entry exists in another AI Agent but not this one, add it to this AI Agent's knowledge section. See Building out your AI Agent's knowledge.
The AI Agent is giving wrong or outdated answers
Most common cause: stale Facts or FAQs. The AI Agent confidently quotes whatever you have written.
Fix:
Find the relevant entry.
Update it.
Test with a sample message.
The AI Agent greets the guest again instead of answering
Earlier beta versions sometimes fell back to a greeting when no confident answer was available. The fix is a stronger knowledge match for the question.
Fix: add an FAQ that more clearly handles the question the guest is asking. Use the guest's actual phrasing.
The AI Agent does not respond to a multi-part question
Long messages that contain several distinct questions can cause the AI Agent to skip the conversation entirely.
Fix in the meantime: if you notice a guest asking multiple questions in one message, an operator can intervene. Longer term, this is on the product team's radar.
The AI Agent replies with 'Bot:' at the start of a message
This was fixed in October 2025, but it is worth flagging if it reappears. Report it to support.
The AI Agent is responding when it should not
Most common cause: the assignment rule is too broad.
Fix: narrow the rule. Add a channel filter, a time filter, or a workflow type filter to scope the AI Agent to where you actually want it.
When to escalate to Bookboost
If the issue is structural or persistent (the same problem after knowledge updates), raise a ticket. See Getting support for the AI Agent.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.