Write the right answer
- Open Knowledge and go to Your answers.
- Press Add.
- Write the question the way the customer asked it, and the correct answer.
- Save. Chati uses your answer straight away, for that question and others like it.
Your answers come before anything else Chati knows, so this works even before you’ve fixed the page it got the wrong answer from.
Find where the wrong answer came from
Each answer shows its source underneath, in the chat and in your Inbox. That’s the page or document Chati used. Then:
- If the page is out of date, update it on your website, then press Re-check on Knowledge so Chati reads it again.
- If the page shouldn’t be used at all, find it in Website pages and press Leave out.
- If it was an old document, remove it and add the new version.
Stop it answering about a subject
If Chati should never answer about something, such as medical or legal advice, add it under Topics to avoid on Appearance, Voice and answers. Chati then says your team can help instead.
Check the fix
Ask the same question in the live preview on Appearance. If the answer still isn’t right, make your written answer more specific, or contact us and we’ll look at it with you.