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FAQs & Troubleshooting

This section answers common questions and provides quick fixes for setup issues. Use it as a reference when something doesn’t look right.

D
Written by Dmitry
Updated over 3 months ago

FAQs

How long does it take for new knowledge to show up?
Most files process in under 10 minutes. Large PDFs can take longer. You can check the file status anytime in your Knowledge Base.

Can I upload all my docs at once?
Possible, but not recommended. Start with your Help Center and most-used documents to keep answers accurate.

What channels can I embed the AI in?
Website widget, product documentation, developer portal, Intercom, Zendesk, Slack, or Discord.

Does the AI learn from conversations automatically?
No. You need to update documents or Q&A manually based on Chatlogs insights.

What requests should I avoid automating?
Billing, cancellations, refunds, legal, and compliance cases — always escalate to humans.

Is the data SOC 2 / GDPR compliant?
Yes. Ordemio is GDPR-compliant and vendors should provide SOC 2 Type I/II reports. Always confirm with your legal/security team.

What languages are supported out of the box?
English is default. Other languages can be enabled once you upload localized KB content.

What’s the typical response time and capacity?
Median latency is under 1.5 seconds, tested at up to 10k requests per minute.

Can the AI mask PII automatically?
Yes. Sensitive data (emails, IDs, payment info) can be masked or redacted in logs and transcripts.

How is pricing calculated after the trial?
Based on active channels and monthly AI conversations. Your sales contact can share a breakdown.

Troubleshooting Playbook

Problem: AI isn’t answering correctly

  • Likely cause: Missing, conflicting, or outdated content.

  • Fix:

    • Open the Knowledge Base → check the file is uploaded and processed

    • Split large documents into smaller topics (e.g., install – Mac vs. install – Windows)

    • Remove duplicates or old versions of the same article

    • Retest in Playground with real customer phrasing

Problem: AI falls back too often

  • Likely cause: The information doesn’t exist in your sources, or the agent can’t find it.

  • Fix:

    • Confirm the relevant file is uploaded and visible in Knowledge Base

    • Add a Q&A entry if the answer is too narrow for documents

    • Remove duplicate or overlapping files that may confuse the AI

    • Retest in Playground until fallback rate drops

Problem: Escalations aren’t smooth

  • Likely cause: Escalation rules are missing or unclear.

  • Fix:

    • Review your escalation rules (see Phase 1)

    • Set triggers for “I want a human,” refund requests, or repeated fallbacks

    • Test escalation flows in Playground

    • If using Intercom or Zendesk, confirm the integration is active

Problem: AI gives outdated answers

  • Likely cause: Old or duplicate documents still in the Knowledge Base.

  • Fix:

    • Review uploaded files and remove outdated documents

    • Upload updated versions and label them clearly with version IDs

    • Compare doc version IDs in logs vs. your Knowledge Base to confirm alignment

    • Redirect or deprecate old articles so customers don’t land on stale content

    • Retest in the Playground to confirm the AI is citing the newest version

Problem: Widget not showing on site

  • Likely cause: Embed code not installed correctly or settings misconfigured.

  • Fix:

    • Copy the embed code from your Ordemio dashboard

    • Paste it just before the closing </body> tag on your site or docs

    • Clear browser cache or test in incognito mode

    • Confirm the channel is enabled under Settings

Tip: Still stuck? Check Chatlogs to see what happened, or revisit the Knowledge Base to confirm your sources.

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