Correcting a Wrong Answer

What It Does

The bot can occasionally answer with missing or wrong information. This screen lets you report the wrong answer, write the correct one and fix the bot's knowledge at the source.

Setup

1. Open the chat in the Inbox and click Report wrong answer, or use the option on the bot message itself.
2. In the window that opens, check the customer's question and the bot's wrong answer.
3. Write the correct information in the correct answer field.
4. Use Scan sources to find where the mistake came from, or click Save and teach the bot right away.
5. After the scan, in the step to also fix the bot's knowledge, select the suggested persona and knowledge base changes and apply them. To keep only the correction, choose to save the correction alone.

How It Works

Saved corrections become examples for the bot: when a similar question comes in, the bot uses the correct answer you wrote. If the real source of the mistake is outdated information in the knowledge base, fixing it too prevents the same mistake in other questions.

Limits and Things to Know

• A message that has already been sent can't be changed.
• Read suggested changes before applying them, especially if a sentence in the knowledge base affects other topics.