Your Chatbot Gave a Wrong Answer: The Checks to Run
Sooner or later a visitor gets an answer you did not expect: an old opening time, a policy that changed last month, a reply that sounds right but is not on your site. When an answer is wrong, you need to know why. Was the page never read? Was the text on it out of date? Did the site block the crawler? Or did your content simply not cover the question? This guide gives five checks, in the order that usually finds the cause fastest. If you want the background on how answers are tied to your pages, read how answers show their sources first.
Check 1: Open the conversation and look at the sources
Open the conversation in your inbox. Under each answer you can see the sources the agent cited. If the wrong statement points to a page, the page is where the problem starts. If it cites no source for the claim, your content probably did not cover the question, and you should go to Check 4.
Check 2: Read what your agent actually learned
Open the Knowledge page and find the source. For each one you see its status, how many passages the agent can cite from it, when it was last synced and when the next sync is due. Open the source to see its pages, then click the page to read the exact text the agent can cite from it. This is the same text it reads when it answers, so you can compare it with the live page. If the text is old, sync the source again. If a page was skipped, the reason is shown in plain words: the site's firewall turned the crawler away, robots.txt asks crawlers not to read the page, the page needs a login, or it repeats another page.
Check 3: Fix the content, or write the answer yourself
If the page was wrong or unclear, correct the page, sync the source and ask again. If the answer must be worded exactly, such as a refund rule, prices or opening hours, write a saved answer instead. Under the wrong reply, click "Fix this answer": the same form opens with the visitor's question and the agent's reply filled in. Edit the answer, choose "Reply with this answer exactly" or use it as guidance, and save. There is no retraining and no waiting: a saved answer is searchable at once, so the next visitor who asks gets your fix.
Check 4: Make sure it says "I don't know" when it should
A wrong answer is often an answer to a question your content never covered. Before the AI writes anything, OneType checks how well your content matches the question, and if nothing matches well enough the agent says so instead of trying. A second check treats a product or name your content never mentions as a question it cannot answer. In the agent's settings, choose what happens next: collect contact details, apologize in your own words, or, with handoff turned on, offer a person from your team. Then ask the chat a question your site does not answer, in the live test, and check that it says it does not know.
Check 5: Turn the miss into a test, and measure
Under any agent answer in your inbox you can click Save as test: the visitor's question becomes a permanent test that expects the same sources the answer cited, and it is checked with every update. The readiness score tests your agent on questions written from your own content, plus questions your content does not answer, and gives a number from 0 to 100, with a fix for each miss. Readiness checks are on Premium; Free does not include them. Ticket replay lets you run a CSV of past tickets or chats through your agent to see how many it answers with sources, would send to a person or cannot cover. It is also on Premium and not on Free.
Try it on your own site
See how the knowledge inspector shows what your agent learned, how saved answers fix a reply at once, or start free.