What to Do When Bob Gives Wrong Answers

Wrong answers are almost always a knowledge base problem — not a Bob problem. Here's how to diagnose and fix them fast.

Quick Diagnosis

What Bob DoesLikely CauseFix

Bob says 'I don't know'The info isn't in the KBAdd it as a manual Q&A pair

Bob gives outdated infoKB hasn't been re-generated after changesUpdate source → Re-generate

Bob gives a wrong pricePrice changed but KB wasn't updatedUpdate KB or re-crawl website

Bob makes something upHallucination — no grounding in KBAdd explicit Q&A + verify it

Bob gives inconsistent answersDuplicate Q&As with conflicting infoFind and delete duplicates

Bob goes off-topicNo topic restrictions setAdd to Topics to Avoid in Settings

Step-by-Step Fix

Identify the Bad Answer

First, figure out exactly what Bob said wrong and why.

Go to your agent's Inbox and find the conversation
Note the exact customer question and Bob's exact reply
Ask yourself: did Bob make something up, give outdated info, or say it doesn't know when it should?

Find the Relevant Q&A in Your Knowledge Base

Go to My Knowledge in your agent sidebar. Search for the topic Bob got wrong.

Found a wrong Q&A pair

Edit the answer directly — click the pair, fix the answer, save.

Found nothing matching

The info isn't in the KB. Add a new Q&A pair manually with the correct answer.

Found correct info but Bob still got it wrong

The pair may be unverified. Click the checkmark to verify it — verified pairs get higher priority.

Fix It

Depending on the root cause:

Wrong answer → edit the Q&A pair

Click the pair → update the answer → verify it. Done.

Missing info → add a new Q&A pair

Click Add Q&A → write the question as a customer would ask it → write the exact correct answer → save.

Outdated info from website → re-generate

Update your website first, then click Re-generate in My Knowledge. Bob re-crawls and picks up the new content.

Bob hallucinated something completely wrong

Add an explicit Q&A pair with the correct answer AND add the wrong topic to Topics to Avoid in Agent Settings if it's out of scope.

Verify and Test

After fixing:

Make sure the fixed Q&A is marked as Verified
Send yourself the same question on WhatsApp
Check Bob's reply — it should now give the correct answer

If Bob still gives the wrong answer after fixing, check if there are duplicate Q&A pairs with conflicting answers. Delete or consolidate them.

Build a testing habit

After every major KB update, spend 5 minutes sending test questions on WhatsApp. Ask about your top 10 most common customer questions. Catch problems before customers do.

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