Fix wrong answers

Find out why an agent gave a wrong, outdated or vague answer and fix it at the source: update the page, add a Q&A pair, exclude old pages, then test again.

Last updated October 21, 2026

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Agents answer only from your knowledge, so a wrong answer almost always has a cause you can see and fix: a page that says something outdated, two pages that disagree, or a fact that isn't written down anywhere. This page is a step-by-step routine for finding the cause and fixing it.

1. Reproduce the answer

Open Agents, choose Try the real widget, and ask the same question. The preview uses your real knowledge and saved settings. Ask it the way the visitor did: wording matters less than the topic, but a very short question such as "price?" gives the agent little to go on.

Questions you ask in the dashboard count toward your monthly answers like visitors' questions do, so keep test sessions short.

2. Look at the sources

Under the answer, the widget lists the pages it used. They tell you where the answer came from:

What you see	Likely cause	Fix
An old blog post or news page	Outdated content still online	Update the page, or exclude it
The right page, but the answer is wrong	The page is ambiguous or the fact is hard to find on it	Rewrite the passage, or add a Q&A pair
Two pages that disagree	Conflicting content	Fix one of them; agents can't know which is right
No sources at all	The answer came from a Q&A pair, a text snippet or a file, or the agent said it doesn't know	Check those sources, or add the missing fact
An unrelated page	The right page isn't in your knowledge	Check the page's status on Knowledge

3. Check that the right page is in your knowledge

Open Knowledge, choose Pages on your website source and search for the page's address or title.

In knowledge: the page is there. The problem is its content or a competing source.
Skipped: the row says why. "Too little text to be useful." often means the page builds its text with JavaScript; "Page limit of your plan reached" means your workspace is full. See Page limits.
Couldn't read: the page failed; the row shows the reason.
Not listed: ASDK hasn't found it. Nothing links to it, or a pattern skips it. Add it through a sitemap or a website source that starts at its address.

4. Fix the cause

Choose the fix closest to the source of the problem:

Fix your website. If the page is wrong for ASDK, it is wrong for visitors and search engines too. Update it, then choose Read again on the source so ASDK picks up the change now.
Add a Q&A pair for questions that need one exact answer. Q&A pairs are preferred over pages and are live within seconds.
Exclude pages that are outdated but must stay online, such as old announcements.
Add the missing fact as a text snippet or a file if it isn't on your site.
Check older Q&A pairs and snippets. If you changed a price on your website but an old Q&A pair still has the old one, the pair wins.

5. Test again

Ask the question again in Try the real widget. Each question is answered from the knowledge as it is at that moment, so you see the effect of a Q&A pair right away and of a page change as soon as the source has been read again.

When the agent says it doesn't know

An agent that says "I don't know" is working as designed: it found nothing in your knowledge that answers the question, and it doesn't guess. Depending on your lead capture setting, it then offers the visitor a contact form.

If the question is one you can answer, add the answer to your knowledge. If it is one you'd rather not answer in the widget, such as a custom quote, a Q&A pair can say so and point to the right contact. Every unanswered question is also recorded as a knowledge gap; as the Inbox rolls out, its insights list them by how often they come up.

Answers that are right but unhelpful

Too vague? The page itself is probably vague. Agents can only be as specific as your content: "pricing depends on your needs" produces vague answers about pricing.
Too long? Visitors get short answers by default. Very long answers usually mean the agent stitched several partial passages together. A Q&A pair with a short, complete answer fixes this for important questions.
Wrong language? Agents reply in the visitor's language. See Languages.

Visitors' feedback

Visitors can rate each answer with Helpful or Not helpful. Ratings are stored with the conversation, and as the Inbox rolls out, downvoted answers appear in its insights. Review them every week or two: they point to the content that needs work.

Related: Wrong answers or "I don't know", The knowledge base, and the glossary entry on hallucination.