> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix a wrong answer

> Find a wrong or missing answer, see why the chatbot gave it, and choose the right fix.

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](/docs/concepts/how-answers-work).

## Before you start

* **Role:** Manager or higher. Agents can read conversations but cannot change content or settings. See [Team members](/docs/guides/account/team-members).
* **Plan:** any plan. The **Unanswered questions** list in **Analytics** needs the Growth plan or above. See [Plans and limits](/docs/reference/plans-and-limits).
* Have the question the visitor asked, or a word from it.

## Find the wrong answer

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

<Tabs>
  <Tab title="From Chat History">
    <Steps>
      <Step title="Open Chat History">
        In your chatbot's sidebar, select **Chat History**.
      </Step>

      <Step title="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**.
      </Step>

      <Step title="Open the conversation">
        Select the conversation. The full conversation opens on the right.
      </Step>
    </Steps>
  </Tab>

  <Tab title="From Unanswered questions">
    <Steps>
      <Step title="Open Analytics">
        In your chatbot's sidebar, select **Analytics**.
      </Step>

      <Step title="Find the question">
        Scroll to **Unanswered questions**. This list shows questions your chatbot could not answer from your content.
      </Step>

      <Step title="Open the conversation">
        On the question, select **View conversation**. To write the answer at once, select **Add to Q\&A** instead. It opens the same window as [Edit the answer from the conversation](#edit-the-answer-from-the-conversation).
      </Step>
    </Steps>
  </Tab>
</Tabs>

<Note>
  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.
</Note>

## Check where the answer came from

<Steps>
  <Step title="Find the answer in the conversation">
    Scroll to the wrong answer.
  </Step>

  <Step title="Open Sources">
    Under the answer, open **Sources**. It lists the web pages that the search found for this question.
  </Step>

  <Step title="Open the pages">
    Open each page and look for the wrong or missing information.
  </Step>
</Steps>

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.

## Choose the fix

Use the table to pick the fix that matches what you found.

| What you found                                                                                                                 | Fix                                                                                        |
| ------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------ |
| The answer is wrong for this one question, and you know the right answer.                                                      | [Edit the answer](#edit-the-answer-from-the-conversation). This creates a custom response. |
| Your content does not cover the topic.                                                                                         | [Add the missing content](#add-the-missing-content).                                       |
| A page or file has old or wrong information.                                                                                   | [Correct or remove the content](#correct-or-remove-outdated-content).                      |
| You need the same wording every time for a question.                                                                           | [Add or edit a custom response](#add-or-edit-a-custom-response).                           |
| The chatbot has the facts but breaks a rule. For example, it answers off-topic questions or forgets to link your booking page. | [Adjust your instructions](#adjust-your-instructions).                                     |

You can use more than one fix. For example, correct the page and also add a custom response.

### Edit the answer from the conversation

<Steps>
  <Step title="Select the edit link">
    Under the wrong answer, select **Incorrect? Modify bot's answer!**
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save">
    Select **Save**.
  </Step>
</Steps>

This creates a [custom response](/docs/guides/answers/custom-responses). It shows in **Custom Responses** with the type **Added from Chat History**.

<Note>
  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.
</Note>

### 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.

* To add web pages, see [Add your website](/docs/guides/content/add-website).
* To add documents, see [Upload files](/docs/guides/content/upload-files).
* To add short facts that are not on your website, see [Add a text snippet](/docs/guides/content/add-text-snippet).

### Correct or remove outdated content

<Steps>
  <Step title="Correct the original">
    Change the wrong information where it lives. For example, update the page on your website or the file on your computer.
  </Step>

  <Step title="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](/docs/guides/content/keep-content-up-to-date).
  </Step>

  <Step title="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**.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

### 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](/docs/guides/answers/custom-responses).

### 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](/docs/guides/answers/write-instructions) and [Keep answers on topic](/docs/guides/answers/keep-answers-on-topic).

Do not put facts in instructions. Put facts in your content or in a custom response.

## Check that it works

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Ask the question again">
    Ask the same question. Then ask it in two or three other ways.
  </Step>
</Steps>

The chatbot now gives the correct answer. If it does not, open **Sources** on the new answer and check the pages again.