An entry exists but never matches — most often because of phrasing style, entry scope or channel binding. Check these three areas first.
Phrasing style
Overly formal canonical questions and too few variants hurt matching; add how customers really talk.
- Add colloquial and typo variants
- Avoid very long questions
- Keep variant count reasonable
Scope and status
Entries may be disabled, outside their active window, or restricted to other channels.
- Confirm entry is enabled
- Check active window and channels
- Confirm the category is used by the bot
FAQ
Tester matches but production does not?
Channel or schedule differences — check which knowledge scope that channel uses.
How long until imports apply?
Usually minutes; if not, re-save the bot configuration.