My Agent Doesn't Know About X" — Knowledge Troubleshooting

The Agent Says "I Don't Have Information About That"

Likely cause: The information isn't in your knowledge base.

Fix: Add a Quick Fact, FAQ, or Document with the relevant information. The agent can only answer from what you've given it — it doesn't make things up (by design).

Check: Search your Knowledge Base page for the topic. If nothing comes up, that's the gap.

The Agent Gives Wrong Information

Likely cause: Outdated or incorrect facts in your knowledge base.

Fix: Find and update the incorrect fact, FAQ, or policy. Changes take effect on the next call.

Common scenario: Business hours changed but the Quick Fact wasn't updated. Or a new service was added but the relevant FAQ still lists the old service menu.

The Agent Gives a Vague Answer When It Should Be Specific

Likely cause: The information is in a document but not in Facts or FAQs. Document search requires the agent to find the right chunk, which works well but isn't as reliable as a direct fact or FAQ match.

Fix: For information that's asked about frequently, add it as a Quick Fact or FAQ in addition to having it in a document. Facts and FAQs are always in the agent's immediate context; documents require a search.

The Agent Answers a Location Question with the Wrong Location's Info

Likely cause: The fact isn't scoped to the correct location.

Fix: Check if the fact has a location assigned. An org-level fact (no location) applies everywhere. If each location has different hours, you need a location-level "Business Hours" fact for each one.

The Agent Doesn't Use a Recently Added Fact

Likely cause: For very large knowledge bases, there's a brief delay while the new content is embedded and the foundational knowledge is regenerated.

Fix: Wait 30 seconds and try again. If it still doesn't work, check that the fact's status is "active" (not "draft").

Still Not Working?

If you've added the knowledge and the agent still can't find it:

1. Check the call summary — was the intent correctly classified?
2. Check for typos in your facts and FAQs or conflicting knowledge
3. Try rephrasing the fact's label to match how callers actually ask
4. Chat with Allison from the dashboard — describe the issue and she can help troubleshoot
5. You can always file a support ticket and we'll jump right on it!