A wrong answer usually means the AI employee is missing information, access to a document or a rule. You start the fix right from the answer in the test chat, and afterwards you can ask the original question again straight away.
Where to find it
- In the top menu, open “AI employees” and click “Test replies” for the employee you need.
- Ask a question. Below the wrong answer, click “Correct answer”.
The “Correct answer” page opens. At the top, it shows “Customer question” and “Employee response”.
How to fix it with the assistant
This is the easiest way: you do not need to work out yourself what exactly to change.
- Click “Discuss fix with assistant”. The assistant receives the original question and answer.
- Write how it should have answered.
- The assistant suggests changes. Review them and click “Apply” or “Skip”.
- Click “Back to reply correction”, then “Back to review”, and ask the question again.
How to fix it manually
Open “Another way to fix this” and, in the “What to change” field, choose what exactly to fix.
“Answer to a frequently asked question”
This option is available if the “FAQs” section of the knowledge base is filled in.
- If there are several frequent questions, choose the one you need in the “Which answer to change” field.
- Correct the text in the “Answer to a frequently asked question” field.
- Click “Save and check the question”.
The answer is saved in the knowledge base for all AI employees and channels. The block “New answer to original question” appears below.
“Instruction or response style”
Use this to change the manner or a rule: for example, to answer more briefly or always clarify the date.
- In the “Addition to the instructions” field, write how to answer in this situation.
- Click “View change”.
- Check the “Answer Rule” block. “Full text before and after” shows what it was and what it will be.
- Click “Apply”. The “Cancel” button takes you back to editing.
To rewrite the instructions entirely, open “Replace the entire rule or view the current text” and select “Replace entire instruction”. Before applying, select “I confirm the replacement of all employee instructions”.
After you apply it, the rule takes effect for customers right away, and the original question is asked again. The answer appears in the “New answer to original question” block. The “Check original question” button asks it once more.
“Other business information”
Prices, schedules and other facts are changed in the knowledge base: editing the instructions will not fix them. Click “Correct business data” and correct the relevant entry. To go back, click the “Back to reply correction” link with the employee's name at the top of the page.
“Document access”
If the answer is in a document but the employee does not use it, click “Change access to documents”. Select the document you need and click “Apply”.
“Employee capability”
If the employee cannot perform an action, click “Check features”. Make sure the capability you need is turned on and its data is filled in.
Check the result
After any fix, go back to the test chat using the “Back to review” link and ask the original question again. Also try asking it in other words. If the answer is still inaccurate, try another way of fixing it.
Good to know
- The business Owner and Administrator can fix answers.
- A change to the instructions applies to all of this employee's conversations. The operating mode and pauses stay as they are.
- An answer to a frequent question changes for all AI employees of the business.
- An addition to the instructions must be at least 3 characters long. The full instructions can be no longer than 2,000 characters.
- You can restore the employee's earlier settings: on the employee's page, click “More” and select “Change history”.