Hi team. I am experiencing a persistent retrieval issue. My agent was previously reading and using an attached Knowledge Base perfectly. I deleted that initial KB and uploaded a new updated version. Since that deletion, the agent has completely stopped pulling any data from the new KB. Here is what…

Hi @mapp.ai.branded Our KB retrieval threshold was tested in English, you might need a different one for Turkish actually. Could you please try adjusting these settings to see if it improves recall? [image]

Hi team. I just tried again and the issue is still happening. To clarify the exact symptom, the agent is completely ignoring the attached Knowledge Base. Whenever I ask a question that is clearly answered in the KB, the agent immediately defaults to the fallback sentence I wrote in my global prompt…

Hi @mapp.ai.branded Thank you for your response. I’ve shared this with our team. We’ll keep you updated as soon as we have more information. Thank You

Hi @mapp.ai.branded Could you provide some call IDs that you are seeing the issues? Thank you.

Sure I can share call ID, but all my last calls was KB testing. So all of them you will see the same problem. call_d04d7c790dbcf8a759ef2e0616f Q: Çocuğumla çalışabilir miyim? (you can see the information in the KB)

You can see my KB text uploads shows as 0 kb. It used to be 40KB when I uploaded. I recently tried with PDF, it shows 50KB but no function

Hi @mapp.ai.branded Thank you for your response. I’ve shared this with our team for further review.

Hi Mark, is there a big problem we are facing now? Is support working during weekends? I’m so close to Demo presentation with my client. This is the last step. Looking forward to present on monday to my client. Will we fix by that time?

Hi @mapp.ai.branded Your issue has already been forwarded to our team. Once we receive an update, either I or a team member will get back to you. Thank you for your patience!

Hi I’m wondering is the technical support working on weekends?

Agent completely stopped retrieving from Knowledge Base after file replacement

Support Help

mark1 March 30, 2026, 1:09pm 14

Hi @mapp.ai.branded

We have checked the calls and can confirm that the agent is not completely ignoring the KBs.

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Agent completely stopped retrieving from Knowledge Base after file replacement

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