Dialogflow not showing results when updating knowledge base

Google Cloud Build with AI Conversational Agents (Dialogflow CX)
1

When I first uploaded a CSV file for my FAQ in Dialogflow and tested it, the questions showed up and when I tested it on the right side of the screen, the results appeared correctly.

I then deleted my first knowledge base and created a new one. Now when I test it, the default response is always ‘not available’.

How can I fix this?

2

Hi @pioneerbank ,

Welcome to Google Cloud Community!

You’ve encountered an issue after deleting and recreating your knowledge base in Dialogflow. Here are the steps to troubleshoot and fix the issue:

1. Ensure the Knowledge Base is Published: After creating the new knowledge base, make sure it’s published. Without publishing, Dialogflow won’t use it during interactions.

  • Go to the Knowledge Bases section in Dialogflow and check the status of your new knowledge base and ensure it’s active and published.

2. Re-upload or Verify the CSV File: When you deleted the knowledge base, you likely lost your CSV file or its contents. To fix this

  • Re-upload the CSV file (if it was deleted) to your new knowledge base.

  • Verify that your CSV file is properly formatted and matches the structure expected by Dialogflow.

3. Verify FAQ Intent Mapping: If your CSV was correctly uploaded but still not triggering responses, double-check that the FAQ intents (which should have been created from the CSV) are correctly mapped to the knowledge base.

  • Go to Intents in Dialogflow.
  • Make sure that your FAQ intents are linked to the new knowledge base, which can be confirmed through the Knowledge Connector in each intent’s settings.

4. Test Using the Right Knowledge Base: In the Dialogflow test console, ensure you’re testing with the correct knowledge base. The console might default to the wrong knowledge base if there are multiple. Make sure you’re testing against the newly created knowledge base and not a previous or default one.

5. Check the Fulfillment Settings: Ensure that the knowledge base fulfillment is correctly set up in the fulfillment section:

  • Go to Fulfillment > Knowledge Base.

  • Check that the new knowledge base is selected.

  • Verify that your webhook settings are correct (if you’re using one).

Sometimes, changes in Dialogflow can take a few moments to take effect or might be cached:

  • Refresh your Dialogflow console.

  • Clear the browser cache or use an incognito window to test again.

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