If the Dragwyb Click to Chat AI assistant returns no answer, first distinguish a provider/request failure from a valid response that says the configured knowledge base does not contain the answer. The plugin can return a configured no-data message when relevant content is missing, and provider or retrieval errors can also prevent a useful response.
1. Confirm the AI Assistant is enabled
- In WordPress admin, open Click to Chat → AI Assistant.
- Confirm the AI Assistant module and chatbot feature are enabled and the settings are saved.
- Check the configured response provider, model, and API-key settings in the AI configuration.
- Test a short, clear question that should be answerable without private customer data.
2. Check the provider connection
- Confirm the selected provider account and API key are valid and have access to the chosen model.
- Review provider error messages, rate limits, billing or quota limits, and connectivity issues.
- If you recently changed provider or model settings, save the configuration and test again.
- Do not publish API keys or unredacted request logs while troubleshooting.
3. Verify knowledge-base indexing and retrieval
If the assistant relies on the knowledge base, confirm the relevant content is included and indexed. The plugin’s retrieval flow uses document indexing and embeddings to find context for a question. A page that exists on the website is not necessarily available in the assistant’s indexed context.
- Open the AI Assistant’s Knowledge Base area.
- Confirm the relevant sources are included in the configured indexing scope and that the indexing/embedding process has completed.
- Check whether the selected embedding provider and vector-storage configuration are working.
- Ask a test question using distinctive wording that appears in the indexed source.
- Review any available source or retrieval details to determine whether relevant content was found.
4. Review the configured no-data response
The chatbot settings include a No Data Message used when the assistant cannot find information for the question. If the assistant responds with a message such as “I don’t have information about your question in my knowledge base,” that can indicate missing or irrelevant retrieved context rather than a provider outage.
- Check that the source contains the answer and is included in indexing.
- Rephrase the question to match the terms used in the source.
- Review assistant instructions and any configured knowledge-base restrictions.
- Do not change the no-data message to claim the assistant knows information that has not been indexed or verified.
5. Check error logs
If enabled, the plugin’s AI error logging can record provider errors and related exceptions. Review the available logs in the AI Assistant settings, then clear or redact sensitive details before sharing logs with support. Error logging and log retention are configurable; a missing log does not prove no error occurred.
6. Run a controlled test
- Use a non-sensitive question whose answer appears verbatim in an indexed source.
- Test the same question after confirming the provider and indexing configuration.
- Record whether the response is empty, an explicit no-data message, or an error.
- Compare the result with a simple question that does not require retrieval.
- If the issue persists, collect the plugin version, selected provider/model, redacted error details, and the steps needed to reproduce it.