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, or it's in a document that is still a draft.

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: Open the Knowledge Base and look through the Docs, FAQs, and Facts tabs for the topic. If it's in a document, check the document's badge: a Draft document is invisible to your agent until you publish it. Open it, click the Draft status pill to switch it to Published, then click Publish.

The Agent Gives Wrong Information

Likely cause: Outdated or incorrect facts in your knowledge base.

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

Common scenario: A new insurance provider was added but the Accepted Insurance fact wasn't updated. Or a service price changed but the relevant FAQ still lists the old amount. (Hours and address are configured in Schedules and Locations, and prices in the Catalog, not as facts.)

The Agent Gives a Vague Answer When It Should Be Specific

Likely cause: The information is buried in a long document, or it's phrased differently from how callers ask about it.

Fix: For information that's asked about frequently, add it as a Quick Fact or FAQ. Facts and FAQs are short and precisely named, so the agent finds them reliably and relays them accurately. They also feed the summary your agent starts every call with, so the essentials are already in mind before the caller asks.

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 parking instructions or accepted payment methods, scope each fact to the right location. (For hours that differ by location, configure them in Schedules — each location has its own schedule.)

The Agent Doesn't Use a Recently Added Fact

Likely cause: Your agent's start-of-call summary is rebuilt after each change, but at most once every 30 seconds. If you make several edits within that window, the rebuild after the later ones is skipped.

Fix: Wait a minute, then make one more small edit (or re-save the fact) so the rebuild runs again, and test after that. If it still doesn't work, check the fact for typos and make sure it's saved under the location you're calling.

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 name to match how callers actually ask
4. Open the dashboard chat: describe the issue and Allison can help troubleshoot in real time
5. You can always file a support ticket and we'll jump right on it!