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When your chatbot gives a wrong answer, the cause is almost always one of these:
  • Your content has no information about the question.
  • Your content has old or wrong information.
  • The chatbot has the right information but does not follow a rule you want.
This page helps you find the answer, see which cause applies, and fix it. To learn how the chatbot builds an answer, see How answers work.

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Before you start

  • Role: Manager or higher. Agents can read conversations but cannot change content or settings. See Team members.
  • Plan: any plan. The Unanswered questions list in Analytics needs the Growth plan or above. See Plans and limits.
  • Have the question the visitor asked, or a word from it.

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Find the wrong answer

You can start from a conversation or from the list of unanswered questions.
1

Open Chat History

In your chatbot’s sidebar, select Chat History.
2

Find the conversation

Type a word from the question in Search conversations. To see answers that visitors rated as bad, open Filter and select Negative under User Reactions.
3

Open the conversation

Select the conversation. The full conversation opens on the right.
A question goes into Unanswered questions when no content matched it, or when the chatbot replied with your fallback message. Questions shorter than 15 characters are not counted. If the chatbot says “I don’t know” in other words, the question may not be counted. Search Chat History for those.

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Check where the answer came from

1

Find the answer in the conversation

Scroll to the wrong answer.
2

Open Sources

Under the answer, open Sources. It lists the web pages that the search found for this question.
3

Open the pages

Open each page and look for the wrong or missing information.
Keep these points in mind:
  • Sources lists every web page the search found, not only the page the chatbot used.
  • Files, text snippets, and custom responses do not show in Sources. If a page in the list does not explain the answer, check your files, text snippet, and custom responses too.
  • If an answer has no Sources, the search found no web page for the question.

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Choose the fix

Use the table to pick the fix that matches what you found. You can use more than one fix. For example, correct the page and also add a custom response.

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Edit the answer from the conversation

1

Select the edit link

Under the wrong answer, select Incorrect? Modify bot’s answer!
2

Write the correct answer

In Update Bot’s Answer, the visitor’s question and the Old Bot Answer show at the top. Change the text in New Bot Answer to the correct answer.
3

Save

Select Save.
This creates a custom response. It shows in Custom Responses with the type Added from Chat History.
The Incorrect? Modify bot’s answer! link shows only on AI answers that do not have a custom response yet. It is not available in HIPAA workspaces.

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Add the missing content

Add a page, file, or text snippet that answers the question. Write the answer in plain words, the way a visitor asks it.

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Correct or remove outdated content

1

Correct the original

Change the wrong information where it lives. For example, update the page on your website or the file on your computer.
2

Update the chatbot's copy

For a web page, resync it so the chatbot reads the new version. For a file, upload the corrected file and delete the old one. See Keep content up to date.
3

Remove content you no longer need

If a page or file should not be used at all, delete it from Website Links or Files & Data Sources.
If the old answer comes back after you add a custom response, the old value is probably still in your content. Search your pages, files, text snippet, and custom responses for the old value and correct each one.

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Add or edit a custom response

A custom response is a question and answer that you write. The chatbot prefers it when a visitor asks something with the same meaning. See Custom responses.

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Adjust your instructions

Instructions tell the chatbot how to behave. They are the right fix when the chatbot has the facts but does not follow your rules. See Write instructions and Keep answers on topic. Do not put facts in instructions. Put facts in your content or in a custom response.

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Check that it works

1

Wait for training to finish

New or changed content must finish training first. Check the status in Website Links, Files & Data Sources, or Custom Responses.
2

Open a new conversation

Open the chat button in the corner of your dashboard, or select Chat with your chatbot on your chatbot’s Dashboard page. Start a new conversation so earlier messages do not affect the answer.
3

Ask the question again

Ask the same question. Then ask it in two or three other ways.
The chatbot now gives the correct answer. If it does not, open Sources on the new answer and check the pages again.