Hey Tamer, welcome to the community.

I am assuming you have set some resolution bots up and have trained them.

In terms of the common resources (you may of seen already);

https://www.intercom.com/help/en/articles/2409258-how-do-i-set-up-resolution-bot"alt="http://https://www.intercom.com/help/en/articles/2409258-how-do-i-set-up-resolution-bot"target="_blank">Setting up resobot

https://www.intercom.com/help/en/articles/2408827-train-resolution-bot-to-provide-more-resolutions"alt="http://https://www.intercom.com/help/en/articles/2408827-train-resolution-bot-to-provide-more-resolutions"target="_blank">Training the resobot

We have found to get reasonable coverage you need to add at least 15-20 variations of the question you want to cover + train the bot to match against real conversations in the customers experiences and language/words. See below taken from the Intercom article;

If you continue to find that the bot does not trigger, I would share the conversation URL and bot URL with Intercom support and have the investigate for you also to see if there is anything amis.

Hope that helps.