My assistant gives the wrong answer

Keep an example of the question, the actual answer and what the answer should have been.

1. Check the underlying business fact, offering or connected-store record.
2. Search Knowledge Base for old or contradictory information.
3. Inspect the assigned agent's instructions and playbook.
4. Check channel-specific instructions and voice settings.
5. Correct the source of the mistake, save and retest in Practice.

If the assistant invents a price, make sure the exact offering and price exist. If it promises an action it cannot complete, check the app connection and enabled ability. If it repeatedly asks the team, review the readiness checklist and missing business information.

For language problems, compare automatic language, fixed language and main-language settings. Include the earlier customer messages when testing a continuation of a conversation.

For a serious incorrect promise in a live chat, take over and correct the customer-facing message. Editing instructions only affects future replies; it does not recall a message already delivered.

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