Common Issues
ZIA gives inaccurate responses
- Review and update your knowledge base articles for accuracy
- Add more detailed information for the topics where ZIA is struggling
- Check if your system context has conflicting instructions
- Ensure your knowledge base covers the specific query type
ZIA is not responding to certain questions
- Verify that ZIA is enabled on the channel the customer is contacting from
- Check if the confidence threshold is set too high (lowering it may help)
- Add knowledge base articles that cover the topic
- Review the system context for any restrictive rules
ZIA responses are too generic
- Add more specific, detailed articles to your knowledge base
- Include real examples and step-by-step instructions in your training content
- Customize the system context with your brand voice and specific instructions
ZIA is not escalating properly
- Review your escalation rules in the AI Agent settings
- Define clear escalation triggers (e.g., angry customers, billing disputes)
- Test the escalation flow using the test chat
AI replies are slow
- This is usually caused by AI model load — response times may vary
- Check the system status page for any ongoing performance issues
- Contact support if response times are consistently above 10 seconds
Still Need Help?
If you're experiencing issues not covered here, contact our support team:
- 📧 Email: support@zupport.app
- 💬 Live chat on zupport.app