Issue Summary

Certain phrases from specific KB articles are not being answered by the widget, even though they return results in the portal. While AI Answers work correctly for some articles within the same KB space, they fail for others. All articles both working and non-working share the same permissions and KB access is open to everyone.

Steps to Reproduce

1. Set up VSA on Widget
2. Ensure all the permissions are correct
3. Some articles would produce results while some of them will not

Expected Results

The VSA should retrive results from the KB

Actual Results

👋 Hi! I’m your virtual agent, here to help with your questions or requests.Got it. Do you mind rephrasing your message one more time? I'm still learning. 

Workaround

No

Best Practice: Keeping concise and lesser number of articles in the knowledge base for widget to avoid collisions and increase the chance of getting an answer.