Correct one of your agent’s answers

If your agent answers something that is not right, you do not need to track down which source it came from: press Correct this answer, write what it should have said and save. From that moment, when it is asked that question, in other words too, it answers with your correction.

Before you start

• Role. People with the Member, Admin or Owner role can correct answers and edit corrections. Deleting a correction is for an Admin or an Owner. With Read only they can be seen but not changed.
• Only the agent’s answers can be corrected. The customer’s messages and the ones your team wrote do not have the option.
• It uses no credits and does not count towards your plan’s source limit.

Correct from a conversation

1. Go to Conversations and open the conversation.

2. Next to the agent’s answer you want to correct, press the pencil button, Correct this answer. On a computer it appears when you point at the answer; on a phone it is always visible.

3. Check the Customer's question. It comes with what the customer wrote right before. You can shorten it and keep only what is being asked: the agent finds the correction by that sentence.

4. Under What it should have answered, write the answer the way you want your customer to read it, with full sentences and concrete facts. What your agent answered is above it, to compare.

5. Press Save correction. “Correction saved” appears and, underneath, “Your agent will answer this way from now on”.

The answer is marked as Corrected by the team, with the View the correction link.

Correct from the Playground tab

1. Under Agents › your agent › Playground, ask the question.

2. Under the answer, press Correct this answer, write the right answer and save.

3. Press Ask again. The new answer carries the mark “Answered with your team's correction”, and in the Diagnostics the correction shows among the Sources used as Your team's correction.

It is the quickest way to check that a correction does what you expect.

Add a correction by hand

If you already know which question it answers badly, there is no need to wait for someone to ask it.

1. Open Agents › your agent › Knowledge and press the Corrections section.

2. Press Add correction.

3. Write the Question the way a customer would and the Agent’s answer.

4. Press Add correction. “Correction added” appears.

The third way is to answer a waiting question under To review: what you write there is saved as a correction too. See questions to review.

What a correction does afterwards

• It is used at once. Nothing needs re-indexing. If the AI service does not respond at that instant, the correction stays as Waiting to go live and goes live by itself in a few minutes.
• It goes ahead of the rest of the knowledge. When the correction answers what the customer is asking, the agent follows it even if your website or a document says something else.
• It also works for the same question asked another way. The agent finds it by the meaning of the question, not by the exact words.
• It shows in the inbox. Under the answers that come from a correction, among the sources, you see “Team correction:” with the question.
• It resolves the same waiting questions. If that question was under To review, it is resolved, and the notice says so: “1 question to review is resolved too”.
• It belongs to that agent. Another agent in your account does not use it. When you duplicate an agent, its corrections are copied.

What a correction does not do

• It does not change your sources. If the wrong fact is on your website or in a document, it is still there. The correction wins when that question is asked, but it is worth fixing the origin too: see keep knowledge up to date.
• It is not a guarantee. It is a strong preference. If a customer asks in a way very different from the correction’s wording, the agent may not find it. Write the question the way your customers ask it and check it in the Playground.
• It is not for changing how the agent behaves. A correction is a fact: a question and its answer. The tone, what it should offer or what it must stay away from are changed under Behaviour: see adjust how your agent answers.
• It does not override your rules. If a rule says “do not talk about prices”, the agent does not give the price even when it is in a correction.

One correction per question

Each agent has a single correction per question, so that there are never two different answers to the same thing.

• You correct the same answer again, or the same question. You see “This question already has a correction”, with who wrote it and when. On saving, your text replaces the one that was there.
• You write a question that already has another correction. You see “Another correction already answers this question”. Press Update that correction or word the question differently.

Two questions that mean the same in different words count as two: try not to have two corrections that contradict each other.

See, edit and delete corrections

They are under Agents › your agent › Knowledge › Corrections, with the question, the answer, who edited it last and which conversation it came from. The ones you added with Add correction carry “Written by hand”.

• Search. The “Search questions and answers” field.
• Edit. Open the correction, change the text and save. The agent uses the new text as soon as you save.
• Delete. Only an Admin or an Owner. The confirmation warns you: the agent stops using it at once and goes back to answering that question with the rest of its knowledge. It cannot be undone.

Limits

If the agent keeps giving the old answer after you correct it, try it in the Playground with the customer’s question and look at which sources it uses: see test your agent.