The agent gave a wrong or "I don't know" answer

The fix depends on where the answer should have come from. The agent draws on four layers — fix the issue at the right one.

Where answers come from (and how to fix each)

1. Store facts — for hours, shipping, returns, payment, contact. Wrong fact? Correct it in Set your store facts.
2. Instructions — for behavior, policies, and how to handle situations. Wrong behavior? Update the relevant section in Edit your Instructions.
3. Knowledge sources — for detail from your policy/reference pages. Out of date or missing? Refetch or add a source in Add knowledge sources.
4. Topics & quick answers — for common, stable questions. Missing instant answer? Add a quick answer in Topics & quick answers.

For order and product answers, remember those come from live lookups, not training — so a wrong order/product answer is a lookup issue, not a knowledge gap (see the next article).

Steps

1. Decide which layer the answer belongs to.
2. Make the fix there.
3. Re-test in the Playground.
4. If you spotted it in the Inbox, mark the message 👎 with a reason so it's tracked in QA Review.