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Troubleshooting
Wrong answers or "I don't know"
The agent answers wrongly, gives outdated information or says it doesn't know although your site has the answer? Find the symptom and the fix in this checklist.
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Agents answer only from your knowledge. So when an answer is wrong, outdated or missing, the cause is almost always in what your knowledge contains, and so is the fix. Find your symptom below. For a full step-by-step routine, see Fix wrong answers.
Test first
Open Agents and choose Try the real widget. It uses your saved settings and your current knowledge. Ask the same question as the visitor, and look at the sources listed under the answer: they show where the agent got it from.
The answer is wrong or outdated
| Check | Fix |
|---|---|
| A source under the answer is an old page, such as a past announcement | Update the page, or exclude it |
| A Q&A pair or text snippet has the old information | Edit it. Q&A pairs win over pages, so an old pair beats an updated page |
| You changed the page today | ASDK reads websites again daily, weekly on the Free plan. Choose Read again on the source to pick up the change now |
| Two pages say different things | Make them agree. Agents can't know which one is right |
The agent says it doesn't know, but your site has the answer
Work through these in order:
- Is the page in your knowledge? Open Knowledge, choose Pages on the website source and search for it.
- Not listed? ASDK didn't find it: no link leads there, or a pattern skips it. Add a sitemap, or a website section that starts at the page.
- Skipped with "Too little text to be useful."? The page probably builds its text with JavaScript, or the answer sits in an image or a PDF linked from it. See Crawl stuck or blocked, or upload the PDF as a file.
- Skipped with "Page limit of your plan reached"? Your knowledge is full. See Page limits.
- In knowledge, but still no answer? The answer may be hard to find on the page: buried in a long paragraph, in a table without headings, or phrased very differently from the question. Add a Q&A pair with the visitor's wording.
The agent says it doesn't know, and it shouldn't answer
That's the agent working as designed. It answers only from your content and doesn't guess, so questions outside your business, such as general knowledge or another company's products, get a polite "I don't know". With lead capture on, the visitor is offered the contact form. If many visitors ask about something you could answer, add it to your knowledge.
The answer is vague
The agent can only be as specific as your content. "Pricing depends on your needs" on your site produces vague answers about pricing. Add the concrete facts, such as price ranges, delivery times or what's included, to the page or as a Q&A pair.
The answer is in the wrong language
Agents reply in the language the visitor writes in. If an answer comes in another language, the message was probably too short to tell, such as "ok" or a product name; the agent then keeps the language of the conversation, the page or the site. Writing a full sentence fixes it. See Languages.
The interface language, such as the buttons and the placeholder, is chosen separately, from the page and the browser.
Every question gets the same short reply
If every question gets "Thanks for your question! I can't answer more questions right now. Leave your email and the team will get back to you.", your workspace has used up its monthly answers, including the 10% grace above the limit. See What happens at a limit.
The answer has no source link
Answers built from files, text snippets and Q&A pairs show no link, because those have no web address. That's expected. If visitors should be able to read more, publish the content on your site, or put the link in the answer of the Q&A pair.
Nothing works and answers fail
If the widget shows "Sorry, something went wrong. Please try again." for every question, the problem is on ASDK's side or in the connection. Try again in a few minutes. If it persists, write to hello@asdk.com with your site's address and the time it happened.
Prevent it next time
- Review your Q&A pairs and snippets whenever prices or policies change.
- Look at the questions agents couldn't answer every week. As the Inbox rolls out, its insights list them for you.
- Keep important facts on your website in plain text, not only in images or downloads.
Related: Fix wrong answers, the glossary entry on groundingGrounding means tying an AI model's answer to specific, verifiable sources, such as your own pages or a search index, so each claim can be checked..