Why is my website chatbot giving an incorrect or outdated answer, and how do I correct it?

Start with the exact question, reply, and any sources the chatbot cited. Correct the authoritative FAQ, page, or documentation and publish the change; an unpublished draft is not a live knowledge source. Check that FAQ retrieval is enabled for the relevant assistant assignment—your private assistant and public support chat have separate source settings. Update conflicting published sources too. Hiding a published FAQ from the public FAQ list does not remove it from retrieval, so hiding an outdated answer is not a substitute for correcting or unpublishing it. Retest in a new conversation with the customer's wording. Retrieval selects relevant sources rather than reading every FAQ on every turn, and an AI answer can still be wrong. If the issue remains, send support the example and the correct published source. Read how FAQ knowledge works.