A wrong reply usually means the agent is missing a current source, is using outdated content, or needs clearer behavior instructions.
1. Open AI agents → Content and search the Content library for the topic. Add the missing fact or update an outdated website import, document, or written answer.
2. Open Guidance. Keep business facts in Content, and use Instructions and Handoff to define how the agent should respond when it is unsure.
3. Open Test and ask the same question again. Try a few related questions to make sure the fix is consistent. Test replies use AI credits.
4. If the issue affects live chats, open Deploy and turn off Answer chats with AI while you correct and test it. Turn it back on when the answers are reliable.
For a question the AI should not answer, make the handoff rule explicit so a teammate can take over.