Fix a wrong AI answer

Correct it from the chat

1. 1In Chat, open the conversation. Under the AI’s message, click Correct.
2. 2The Correct AI response panel opens with the customer’s question and the AI’s answer filled in.
3. 3Under Correct answer, write what the AI should have said.
4. 4Click Submit correction.

A correction is the strongest kind of knowledge: when a customer asks about that topic again, the AI uses your answer as you wrote it. It takes a moment before the AI can find it. By default, the Owner and Admins can save corrections.

Or fix the source

If the AI repeated something your knowledge base says, the source is out of date. On Knowledge, search for it, open the item and change it. A page from a website scan is updated by scanning that page again.

Answer what it couldn’t

When the AI couldn’t answer a real question, it says so, offers your team or a ticket, and lists the question as a knowledge gap.

1. 1On Knowledge, open the Gaps tab, or click View all gaps on the Knowledge gaps card.
2. 2Next to a question, click Answer and add it as a FAQ, an article or a correction. Or Dismiss it.

• Greetings, thanks and small talk are never gaps, and neither are your own tests.
• A teammate wrote the right answer on a ticket? As an Owner or Admin, click Use as reference under their reply to add it to your knowledge base.

Test it

Open AI Playground and ask the question the way a customer would. It answers exactly as your widget does, from the same knowledge, so you see the fix before a customer does.

Keep something out

To stop the AI ever saying or sharing something, add a Block rule in Settings › Override Rules. Override rules come before your knowledge base and your corrections.