Your agent answers only from your content, so a wrong answer nearly always traces back to something in your knowledge base. Here's how to find it.
Start with the citations
Every answer cites its sources. Click through to the articles it used — that's the fastest diagnosis available, and it usually identifies the problem in seconds.
Then match the symptom
The cited article is outdated. Update or unpublish it. The most common cause by far.
Two articles disagree. The agent cited one of two contradictory sources. Reconcile them — delete or update the wrong one. Contradictory content is worse than missing content, because the agent may cite either.
It cited a marketing page. Pages picked up by the site scan are optimistic by design and make poor support answers. Unpublish the ones that shouldn't inform answers.
It cited an AI-generated draft. Generated content is a starting point, not verified truth. Check the citation's tier badge. Review the draft, or unpublish it and write the real article. See Trust tiers.
It answered confidently with no useful source. Usually means retrieval found something loosely related and built on it. Write a direct answer to the question — a specific article on the topic will outrank a vague near-match.
It stitched two unrelated things together. Often an article covering too many topics. Split it. See Improving answer quality.
Stop the bleeding
If a wrong answer is actively harmful — incorrect pricing, a wrong security claim — unpublish the source article immediately. It leaves both search and your help center right away. Then fix it properly.
Prevent the repeat
- Pin the correct article to the relevant pages with page rules
- If it's a sales claim, remember sales mode only draws on curated and standard content, so the fix is a good curated article
- Check whether the same question appears in knowledge gaps — if it does, the answer was thin before it was wrong
If citations look right but the answer doesn't
If the cited articles are correct and current but the answer misrepresents them, that's worth reporting. Send us the question, the answer, and the articles it cited.