What's the "wise" answer when the epistemic distance is important?

When someone needs my help, I try to answer their questions as best as I can. Sometimes, the questions make no sense (from my perspective) and from there I struggle. For some things, the person is just too far away to get it. Sometimes I come up with great metaphors, simple explanations for complex situations, but unfortunately this doesn't always happen. What am I supposed to do when it does not happen, when I know what to reply, but that would be too much for the person to understand? Should I just ignore them?