What to do when Bob gives wrong answers

Quick diagnosis

Find the symptom, and the cause is usually one row away.

What Bob does	Likely cause	Fix
Says "I don't know"	The information is not in the knowledge base	Add it as a manual Q&A pair
Gives outdated information	The knowledge base has not been regenerated since the change	Update the source, then regenerate
Quotes a wrong price	The price changed but the knowledge base did not	Update the knowledge base or re-crawl the website
Makes something up	Hallucination — nothing in the knowledge base grounds the answer	Add an explicit Q&A pair and verify it
Gives inconsistent answers	Duplicate Q&A pairs with conflicting content	Find and delete the duplicates
Goes off-topic	No topic restrictions set	Add the topic to Topics to Avoid in Settings

1. Identify the bad answer

First, work out exactly what Bob said and why.

1. Go to your agent's Inbox and find the conversation
2. Note the exact customer question and Bob's exact reply
3. Ask yourself: did Bob make something up, give outdated information, or say it does not know when it should have known?

2. Find the relevant entry

Go to My Knowledge in your agent sidebar and search for the topic Bob got wrong. One of three things is true:

• You found a wrong Q&A pair. Edit the answer directly — click the pair, fix it, save.
• You found nothing matching. The information is not there. Add a new Q&A pair manually with the correct answer.
• You found correct information but Bob still got it wrong. The pair is probably unverified. Click the checkmark — verified pairs are prioritised.

3. Fix the cause

Wrong answer → edit the Q&A pair. Click the pair, update the answer, verify it. Done.

Missing information → add a new Q&A pair. Click Add Q&A, write the question the way a customer would ask it, write the exact correct answer, save.

Outdated information from your website → regenerate. Update the website first, then click Re-generate in My Knowledge so Bob re-crawls and picks up the new content.

Bob invented something → ground it and fence it. Add an explicit Q&A pair with the correct answer, and if the topic is out of scope entirely, add it to Topics to Avoid in Agent Settings.

4. Verify and test

1. Confirm the fixed Q&A pair is marked Verified
2. Send yourself the same question on WhatsApp
3. Check the reply — it should now be correct

Prevention

After every major knowledge base update, spend five minutes sending test questions on WhatsApp. Ask your top ten most common customer questions. Catching problems there costs you five minutes; catching them in a customer conversation costs you the customer.

Frequently Asked Questions

Why does Bob say "I don't know" about something that is on my website?

The crawl either missed that page or could not read it. Check the page is linked from your site's navigation and is not rendered entirely in JavaScript, then re-crawl. If it still misses, add the content as a manual Q&A pair.

How quickly does a fix take effect?

Immediately. Edits to a Q&A pair apply to the very next message — there is nothing to restart or redeploy.

Bob was right last week and is wrong now. What changed?

Almost always a regeneration that re-crawled a changed website, or a newly added document that conflicts with an existing pair. Check for duplicates on that topic first.