Check the source
Open https://app.message.com/knowledge/articles and confirm the needed answer exists and is published. Saving an edit leaves a draft; the previous published version continues serving until you publish again. Check source jobs and failed ingestion under https://app.message.com/knowledge/sources.
Check AI configuration
Open https://app.message.com/settings/ai to check entitlement, knowledge readiness and whether Chat AI is on. Review Responses for low-confidence behavior. A handed-off conversation may have AI paused even when workspace AI is enabled.
Test the exact question
Use Try your AI and compare the answer with the source. A missing visible citation does not prove that retrieval did not run. For private orders, also check the connector and customer-verification state.
Improve the knowledge first
Add or correct the relevant facts, publish, then retest. Retrieval controls live at https://app.message.com/knowledge/settings, but lowering a threshold is not a substitute for accurate knowledge. If it persists, report the question, answer and source article to support.
Keep going
Put the next step into practice, or ask us about your setup.