Agent gives wrong or outdated information
Common causes
Outdated knowledge documents
Your agent answers questions using documents in the Knowledge library. If the information has changed:
Go to Knowledge (sidebar or agent sub-page).
Find the outdated document.
Delete it and upload the updated version.
The new content is processed and available for the next call.
Incorrect agent configuration
The AI builder generates a configuration based on what you described. If the greeting, business details, or conversation flow are wrong:
Go to your agent's settings pages (Business, Behavior, Duties).
Edit the relevant fields.
Changes take effect on the next incoming call.
Menu/pricing errors
If your agent quotes wrong prices:
Go to your agent's Menu page.
Update item names, prices, and descriptions.
Verifying accuracy
After making changes:
Make a test call and ask the specific question that was answered incorrectly.
Check the call transcript to see what knowledge citations the agent used.
If citations reference the old document, confirm it was fully replaced.
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