Find out why an answer was wrong

Summary

You trace a wrong answer in the KonversAI console. Start in the conversation under Conversations > Chat and read the Sources: links below the answer. The links tell you which knowledge documents the assistant used. Then open Knowledge > Dashboard to see which topics have weak knowledge. A wrong answer has one of two causes: a document with wrong content, or no document at all.

Who can do this

A tenant administrator, or any team member whose role has the View conversations, View knowledge base and View analytics permissions. An administrator sets these on Settings > Users & permissions in the KonversAI console. To change a document you also need the Modify knowledge base permission.

Before you start

You trace a wrong answer in the KonversAI console. Find the conversation first. Select Conversations in the left sidebar, then select Chat, and open the conversation with the wrong answer.

Write down the exact question the customer asked and the exact answer the assistant gave. Decide what the correct answer is. You need the correct answer later, to fix the knowledge document.

Steps

1. Select Conversations in the left sidebar of the KonversAI console, then select Chat. Open the conversation with the wrong answer.
2. Look below the answer for Sources:. KonversAI shows one numbered link for each knowledge document it used.
3. Select a source link. The document opens, and KonversAI highlights the exact text it used. Expand Content Chunks on the document to read that text.
4. Read the highlighted text. If the text is wrong, old or unclear, fix the document. The assistant then uses your new text.
5. If the answer has no Sources: line, the assistant found no matching document. This is a knowledge gap, not a document error. Continue with the next step.
6. Select Knowledge in the left sidebar, then select Dashboard. In the Topics section, each card shows a topic name, the number of messages, and a match strength percent. A low percent means weak knowledge for that topic.
7. Select the Uncategorized card. The Uncategorized page lists customer messages that match none of your topics.
8. Read the list under Sample messages. Each message has a badge: Relevant, Weak Match or No Doc. No Doc means KonversAI found no document for that message. Select a message to open its conversation.
9. Fix the knowledge in one of three ways:
   • Edit the document under Knowledge > Documents.
   • Add the missing content under Knowledge > Import.
   • Open the conversation and select Improve conversation, to turn a corrected answer into a new document.
10. In Improve conversation, rewrite the answer in the right column. The page saves your text automatically. Select Review, then select Embed as knowledge document, then select Publish knowledge document.

FAQ

The answer had no Sources line. What does that mean?

The assistant found no knowledge document for that question, so it had nothing to cite. In the KonversAI console, open the conversation under Conversations > Chat. KonversAI shows a Sources: line below an answer only when it used one or more documents. No line means a knowledge gap. Add the missing content under Knowledge > Import, or select Improve conversation on that conversation to write the answer as a new document.

What does the No Doc badge mean?

No Doc means KonversAI found no knowledge document for that customer message. You see this badge under Sample messages on the Uncategorized page, which you open from the Uncategorized card on Knowledge > Dashboard in the console. A message with No Doc is a direct request for new content. Add a document that answers it.

What does the Weak Match badge mean?

Weak Match means KonversAI found a document, but the document did not fit the question well. You see this badge under Sample messages on the Uncategorized page and on a topic page in the KonversAI console. A weak match usually means the document covers the subject, but it does not answer the exact question. Add the missing detail to that document under Knowledge > Documents.

The source document is correct, but the answer was still wrong. Why?

Two causes are common. First, the assistant used the wrong part of a long document. Open the document from the Sources: link in the conversation under Conversations > Chat, expand Content Chunks, and read the highlighted text. Split a long document into smaller documents, so each one covers one subject. Second, two documents say different things. The KonversAI console marks this with a contradiction quality indicator on the document. Delete or correct the old document.

Where do I see all the questions we cannot answer?

Select Knowledge in the left sidebar of the KonversAI console, then select Dashboard. In the Topics section, select the Uncategorized card. The Uncategorized page lists the customer messages that match none of your topics, with a sample of the real messages. The page also shows the share of your total traffic that these messages are. Keep this list short. Every message on it is content your knowledge base does not have yet.

How do I turn a good answer into a knowledge document?

Open the conversation under Conversations > Chat in the KonversAI console and select Improve conversation. Rewrite the assistant answer in the right column. The page saves your text automatically. Select Review, then Embed as knowledge document. KonversAI makes a draft document and runs quality checks on it. Then select Publish knowledge document. The document goes into the knowledge base, and the improvement session becomes read-only.

The Publish knowledge document button does not work. Why?

The Improve conversation page in the KonversAI console blocks publishing until the draft is ready. The page shows the reason above the button. Wait for the draft quality indicators to finish running. means the quality checks are still running; wait a few seconds. Resolve the contradicting documents before publishing. means an existing document says something different. The Conflicting documents panel lists them, with Exclude URL for an imported page and Archive document for a manual one.

Do I need to retrain the assistant after I fix a document?

No. In the KonversAI console, edit the document under Knowledge > Documents and save it. KonversAI makes the new chunks and embeddings in the background, and the assistant uses the new text in the next conversation. The same is true for a new import and for a document you publish from Improve conversation.