Troubleshooting Bot Response Issues for Improved Performance

Hello, the bot we've built is working great at answering questions about our product, but there's one question it gets completely stuck on and fails to respond to. The bot's instructions explicitly tell it to say it doesn't know the answer if it is unsure (it has never done this so far), so we don't know why it's not responding to this particular question at all. I've attached a link and screenshot. What options do we have to troubleshoot this, or improve the bot's instructions? https://dust.tt/w/aNcF32ziL2/assistant/QNzbEjd0K1