Fix mistakes

Wrong answers happen — usually outdated documents or missing keywords. Fixing them is straightforward and does not require starting over.

Step 1: Reproduce the issue

Text your business number (or use the simulator) with the same question the customer asked. Screenshot the bad reply for reference.

Step 2: Find the source

Search knowledge for keywords from the wrong answer. Often an old PDF or an unedited import chunk is the culprit.

Step 3: Fix or remove

• Edit the entry with correct information, or
• Delete outdated sources entirely, or
• Add a new manual FAQ that uses customer phrasing

Step 4: Test again

Wait a moment for processing, then ask the same question. If the answer is still wrong, check for a second conflicting source.

When customers already saw the wrong answer

Fix the answer directly from the conversation — every reply shows a "why this answer" panel with a one-click fix. Your correction applies to every future reply, not just that thread.

Prevention

• Date your PDF filenames
• Run a monthly "top ten questions" test
• Review imports the day you upload them

Escalation

If facts are correct in knowledge but replies stay wrong, see Troubleshooting or contact support with the conversation link.