Plan requirement
| Subscription | Any plan |
| Access | Admin |
Wrong answers nearly always come from the content, not the configuration. Four causes, in the order to check them.
Symptoms
- The agent gives an answer that is outdated or simply untrue.
- It answers a different question from the one asked.
- It contradicts itself between conversations.
- It states something with confidence that nobody in your company would say.
Start with the transcript
Find the conversation and read it in full, including which article the answer came from. That single step usually identifies the cause, and skipping it leads to changing settings at random.
One: the article is wrong
The most common cause by far. The agent reported faithfully what you published, and what you published is out of date.
Fix the article. The agent is correct from the next conversation, and every human reader benefits too.
Two: two articles disagree
An old one and a new one both describe the process. The agent has no way to know which is current, so answers vary between conversations, which is exactly the symptom of contradicting itself.
Archive the old one rather than editing it, so it cannot come back.
Three: the article assumes context
Written for somebody who already knows which product, which plan, which country. The agent does not know, so it answers as though one case is the only case.
State the conditions in the article, in the same sentence as the answer.
Four: nothing covers it
Then the agent should say so rather than assemble something plausible. Check the low-confidence behaviour and the escalation settings, and write the missing article.
If none of these fit
Collect two or three transcripts showing the same wrong behaviour and send them to pluscloud support. Actual conversations are what make this diagnosable.
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