How to troubleshoot AI Employee setup issues

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Verify your channel connections, ensure your knowledge base is synced, and check that the AI is toggled 'On' for the specific communication channels.

    Who this article is for

    This article is for administrators setting up the AI Employee for the first time or modifying core settings.

    Overview

    If your AI Employee isn't responding or is behaving unexpectedly right after setup, the issue is usually related to missing configurations, disconnected channels, or unsynced knowledge.

    Before you begin

    • Check the AI status toggle
    • Verify channel integrations (SMS, Web Chat)
    • Ensure the knowledge base is synced

    Step 1: Step 1: Verify AI is Enabled

    Navigate to Settings > AI Employee. Ensure the main toggle switch is set to 'Active' or 'On'. If it's paused, it will not respond to any messages.

    Step 2: Step 2: Check Channel Connections

    In the AI settings, ensure you have explicitly selected the channels you want the AI to monitor (e.g., SMS, Web Chat). Then, go to your main CRM integrations to verify those channels are actually connected and working independently of the AI.

    Step 3: Step 3: Sync the Knowledge Base

    If you just added URLs or FAQs, you must click 'Sync' or 'Train AI'. The AI cannot use new information until this process is complete.

    Step 4: Step 4: Check Business Hours

    If you configured the AI to only respond outside of business hours, verify your timezone and business hours settings. It will remain silent if you are testing during your defined 'open' hours.

    Step 5: Step 5: Test in the Simulator

    Use the built-in AI Simulator. If it works in the simulator but not on live channels, the issue is with your channel integration. If it fails in the simulator, the issue is with your AI knowledge or rules.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. The AI Employee requires usage credits to operate. If your wallet balance is zero, the AI will stop responding entirely. Check your billing dashboard.

    Important clarification

    Forgetting to click 'Sync' after adding new FAQs is the most common reason the AI fails to answer questions it was just 'taught'.

    Resolution guidance

    The AI is responding, but it's completely ignoring my instructions.

    Check your 'Custom Instructions' or 'Business Rules' tab. Ensure you haven't written contradictory rules that might confuse the AI's logic.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.