---
title: "Fix a wrong AI answer"
description: "When Retily's AI gets an answer wrong: correct it from the chat, answer the knowledge gap, fix the source, and test it in the AI Playground."
url: https://retily.com/help/fix-wrong-ai-answer
language: en
last_modified: 2026-10-28
---

[Help](https://retily.com/help)

# Fix a wrong AI answer

The AI answers from your knowledge base. When an answer is wrong, fix it once and the AI uses your answer from then on.

Last updated October 28, 2026

## Correct it from the chat

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

### Without a chat to start from

On **Knowledge**, click **Add Knowledge**, choose **Correction**, and fill in the **Customer question** and the **Correct answer**. Every correction is listed on **Knowledge** under the **Corrections** type, where you can edit or delete it.

## 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If the AI repeated something your knowledge base says, the source is out of date.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. On **Knowledge**, open the **Gaps** tab, or click **View all gaps** on the Knowledge gaps card.
2. Next 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.

## Related

- [Add knowledge](https://retily.com/help/add-knowledge)
- [How the AI hands chats to your team](https://retily.com/help/ai-handoff)
- [Credits and AI answers](https://retily.com/help/credits)
- [All features](https://retily.com/features)
- [Plans and pricing](https://retily.com/pricing)

## Still stuck?

Write to support@retily.com with your support email address and what you tried. Or see [all help pages](https://retily.com/help).