For your team
“I don't have that in the knowledge base”
If the answer isn't in the documents you can access, Naxis Assistant says exactly that — “I don't have that in the knowledge base.” — with a Not in the knowledge base mark beneath it, rather than an answer stitched together from a guess. Every claim it makes carries a numbered source; when it finds nothing it can cite, the refusal is the answer. That can mean the information isn't in the knowledge base, or that it's in a document you don't have access to — ask your administrator if you think you should. Rephrasing helps too: exact names, reference numbers and amounts search better than descriptions.
Why this happens
- The information genuinely isn't in any document Naxis Assistant has been given access to.
- It exists, but in a document your groups haven't been allowed to — permission decides what exists for you before anything else, so a refusal can quietly mean “not for you” as easily as “doesn't exist”. A document you may not see isn't merely hidden from the answer: for you it is not there at all.
- The question is phrased in a way that doesn't match how the documents describe the same thing.
Get a sharper answer
- Use exact names, reference numbers and amounts instead of a general description.
- Start a new conversation if the current thread has drifted across several unrelated topics — a long mixed thread makes every question in it harder to answer well.
- Ask the same question a different way; two phrasings of the same question can turn up different passages.
- Go through the document: type its title or code on its own to get a results page, open the passage you meant, and use Ask about this document to ask with it in front of you.
Other sentences you may see
| There's been a problem with messaging. Please try again in a moment. | The answer could not be produced and nothing from that turn was saved — the conversation is exactly as it was, so simply send the question again. In the web chat the same event reads “Sorry — I couldn't reach the answering service just now”. |
|---|---|
| This assistant has used its full monthly allowance. | The plan's allowance for the month is spent. It resets on the 1st of the month and your administrator can raise the plan; your question stays in the thread, so ask it again once the allowance is back. |
| This assistant is currently paused. Your administrator can restore it. | Only your administrator can bring it back. |
A refusal isn't a fault — Naxis Assistant would rather tell you it doesn't know than answer without a passage to point to. If you're confident the material exists and you should be able to see it, that's a question for your administrator, not a rephrase. These fixed sentences arrive in your organisation's system language even when you asked in another; a real answer always follows the language of your question.
Last updated 20 Sep 2026