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The system processes various types of content, such as documents uploaded to your Knowledge Base or questionnaires you want to auto-answer. While the system is designed to handle a wide range of content, sometimes issues can occur during processing, leading to "content problems." These problems can manifest as documents failing to process or questions not being answered automatically.
Understanding how to identify and address these issues ensures your content is effectively utilized by the system.
When you upload documents to your Knowledge Base, they go through a processing phase to extract information and make it available for answering questions. Sometimes, this process can fail.
Navigate to your Knowledge Base section. You will see a list of all uploaded documents. Each document will display its Processing Status.
Observe the status of your documents:
If a document's status is Failed, its content will not be used by the system to generate answers. You will need to investigate the cause or re-upload the document.
When you use the auto-answer feature for a questionnaire, the system attempts to generate answers based on your Knowledge Base. Individual questions or the entire auto-answering process can encounter issues.
After initiating an auto-answer process, carefully review the generated answers within the questionnaire.
If a question could not be answered, you might observe:
The system can send email notifications if an automation related to content processing (e.g., a task that involves content processing) encounters failures.
You might receive an email with a subject like "Automation Failures" if a task involving content processing has issues.
The email will provide key information, including:
Document processing can fail due to several reasons:
What to do:
Try uploading the document again. Sometimes, transient issues can cause a failure that resolves on a second attempt.
Verify that the file is not corrupted and is in a common, supported format. If it's a less common format, try converting it to PDF or plain text.
If the document has complex layouts, many images, or unusual fonts, try creating a simpler version (e.g., a plain text version or a PDF with selectable text).
If problems persist after trying the above steps, gather details about the document and any error messages you observed, then contact support for assistance.
Questions might not be auto-answered due to:
What to do:
Ensure your Knowledge Base contains documents that thoroughly cover the topics related to the unanswered questions. Upload more relevant content if needed.
If the system cannot auto-answer, you can always provide a manual answer directly within the questionnaire.
If you have control over the questionnaire, try rephrasing ambiguous questions to be more direct and specific.
If a document consistently fails to process or is no longer relevant, you can remove it from your Knowledge Base.
Go to your Knowledge Base section where your documents are listed.
Find the document you want to remove and use the delete option provided (e.g., a trash can icon or a "Delete" button). Confirm the deletion when prompted.
If an auto-generated answer is incorrect, or you want to remove a manual answer, you can delete it from the questionnaire.
Open the specific questionnaire you are working on.
Locate the question whose answer you wish to delete.
Use the delete option associated with that answer. This might be a button next to the answer field or within an edit menu.
The system also provides an advanced option to delete all manual answers for your organization. Use this feature with extreme caution as it is irreversible and will remove all manually provided answers across your entire organization's knowledge base. This is typically not needed for individual content problems.