Agent gives wrong or outdated information

Fix issues where your receptionist provides incorrect answers to callers.

Common causes

Outdated knowledge documents

Your agent answers questions using documents in the Knowledge library. If information has changed:

1. Go to Knowledge in the sidebar.

2. Find the outdated document and delete it.

3. Upload the updated file or re-scrape the updated web page.

4. The new content is available on the next call.

Note: Only public URLs can be scraped. If you try to scrape a URL that requires a login, the system returns the error "Private URLs not allowed." Use a file upload for internal documents instead.

Note: If a file type is not supported, you will see the toast "Unsupported file type: [filename]." Supported formats include PDF, DOCX, and plain text files.

Note: If your plan's knowledge storage limit is reached, uploads will fail with the message "Upload exceeds your plan's knowledge storage cap. Free space by deleting documents or upgrade." Delete older documents or upgrade your plan.

Incorrect agent configuration

The AI builder generates a configuration based on what you described. If the greeting, business details, or conversation flow are wrong:

1. Go to your agent's settings pages (Business, Behavior, Duties).

2. Edit the relevant fields.

3. Changes take effect on the next incoming call.

Menu or pricing errors

If your agent quotes wrong prices or menu items:

1. Go to your agent's Menu page.

2. Update item names, prices, and descriptions.

3. Save the changes.

Agent is using cached information

If you updated a knowledge document but the agent still gives the old answer, the agent's response cache may be holding stale content. To force a refresh:

1. Go to your agent's Settings page.

2. Find Cache and click Purge cache.

3. Make a test call to confirm the updated information is used.

Verifying accuracy

After making changes:

1. Make a test call and ask the specific question that was answered incorrectly.

2. Open the call record and check the transcript and knowledge citations.

3. If the citation still points to the old document, confirm the old document was fully deleted and re-run a purge cache.