AI agent replies with the message: Sorry I couldn't answer your question

Issue symptoms

I have installed the Web Widget in an external site. Even though there is relevant content in my help center, the AI agent replies with the message: Sorry I couldn't answer your question.

Resolution steps

This can occur due to a mismatch between the locale loaded in the Web Widget, based on the end user's browser, and the locale of your AI agent.

To solve this issue:

Verify that automatic translation for your AI agent is not active

Add the locale manually in the Web Widget on your external site to avoid any mismatch between the visitor's browser language and the Web Widget's. See this article for more details to set the locale: Core messaging Web Widget API.