[{"data":1,"prerenderedAt":512},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers":3,"pomoc-pages:help_en":192},{"id":4,"title":5,"alt":6,"body":7,"description":183,"extension":184,"key":185,"meta":186,"navigation":187,"order":175,"path":188,"seo":189,"stem":190,"__hash__":191},"help_en\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers.md","Bot gives wrong answers","\u002Fpomoc\u002Frozwiazywanie-problemow\u002Fbot-daje-bledne-odpowiedzi",{"type":8,"value":9,"toc":173},"minimark",[10,19,24,37,44,48,55,58,76,80,83,103,106,110,122,126,139,147,151,159,170],[11,12,13,14,18],"p",{},"The most common cause of off-target answers is a ",[15,16,17],"strong",{},"gap or\ninconsistency in the knowledge base",", not the language model itself.\nThe diagnostic path below will help you quickly identify the source of\nthe problem.",[20,21,23],"h2",{"id":22},"_1-identify-gaps-in-the-knowledge-base","1. Identify gaps in the knowledge base",[11,25,26,27,32,33,36],{},"Open the ",[28,29,31],"a",{"href":30},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control center",". In the\n",[15,34,35],{},"Escalation reasons"," table you'll see which topics are most often not\ncovered in the knowledge base. If a category name matches the wrong\nanswer, adding even a single article on that topic usually solves the\nproblem.",[11,38,39,40,43],{},"In the same tab, ",[15,41,42],{},"AI insights"," automatically suggest topics to cover\nbased on recent conversations.",[20,45,47],{"id":46},"_2-check-the-bots-confidence","2. Check the bot's confidence",[11,49,50,51,54],{},"Low confidence means the model \"wasn't sure\" of the answer and probably\nimprovised. In the Control center, on the ",[15,52,53],{},"Confidence distribution","\nchart, you'll see what share of conversations have low confidence.",[11,56,57],{},"If the share of low confidence is high:",[59,60,61,65,73],"ul",{},[62,63,64],"li",{},"the knowledge base is too shallow, so add specific articles,",[62,66,67,68,72],{},"the articles are too general, so add facts (see\n",[28,69,71],{"href":70},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","),",[62,74,75],{},"the articles mix topics together, so split them into smaller ones.",[20,77,79],{"id":78},"_3-fix-or-remove-problematic-articles","3. Fix or remove problematic articles",[11,81,82],{},"If you suspect the bot is relying on a specific article that's\nmisleading:",[59,84,85,96],{},[62,86,87,88,91,92,95],{},"open it in the ",[15,89,90],{},"Documentation"," tab and ",[15,93,94],{},"fix the content"," so it's\nprecise and matches the current state of your offering,",[62,97,98,99,102],{},"or ",[15,100,101],{},"delete the article"," if the topic no longer applies to you or\nthe content is so outdated that it's easier to write a new entry.",[11,104,105],{},"After editing or deleting, the change takes effect in the next\nconversation with the bot.",[20,107,109],{"id":108},"_4-adjust-the-knowledge-base-context","4. Adjust the knowledge base context",[11,111,112,113,117,118,121],{},"In ",[28,114,116],{"href":115},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Bot configuration",",\ntry reducing the ",[15,119,120],{},"Context depth"," to 1 if the bot is pulling in too\nmany unrelated articles. Or increase it to 3 if you notice that the\nanswers are too shallow.",[20,123,125],{"id":124},"_5-check-the-persona-and-brand-description","5. Check the persona and brand description",[11,127,128,129,133,134,138],{},"Check ",[28,130,132],{"href":131},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand"," and\n",[28,135,137],{"href":136},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages",":",[59,140,141,144],{},[62,142,143],{},"whether the brand description is misleading (e.g. it covers products\nyou don't actually sell),",[62,145,146],{},"whether the bot's personality causes it to resort to jokes or\nimprovisation in situations that call for being factual.",[20,148,150],{"id":149},"when-to-write-to-us","When to write to us",[11,152,153,154,158],{},"If you've gone through all the points above and the bot still gets\nspecific facts wrong, write to us at\n",[28,155,157],{"href":156},"mailto:kontakt@fibly.pl","kontakt@fibly.pl"," and include:",[59,160,161,164,167],{},[62,162,163],{},"an example of a conversation with the wrong answer (a link to the\ndashboard),",[62,165,166],{},"the content of the knowledge base article that should be the source,",[62,168,169],{},"what specifically you expected from the bot.",[11,171,172],{},"We'll help diagnose whether the problem lies in the knowledge base, the\nmodel, or the configuration itself.",{"title":174,"searchDepth":175,"depth":175,"links":176},"",2,[177,178,179,180,181,182],{"id":22,"depth":175,"text":23},{"id":46,"depth":175,"text":47},{"id":78,"depth":175,"text":79},{"id":108,"depth":175,"text":109},{"id":124,"depth":175,"text":125},{"id":149,"depth":175,"text":150},"What to do when the bot answers inaccurately, mixes up facts, or makes things up.","md","troubleshooting\u002Fbot-gives-wrong-answers",{},true,"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers",{"title":5,"description":183},"help\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","-XZ0GlHiH3YEhvs274FoYczFEJYxy7dZKHKuLVrdiBw",[193,198,201,207,211,216,221,226,231,236,241,246,251,256,261,262,266,271,276,281,286,291,296,299,304,309,315,320,325,330,335,340,345,350,356,361,366,371,376,380,385,390,396,401,406,411,417,422,427,432,436,441,447,453,459,465,471,476,482,488,494,500,506],{"path":194,"title":195,"description":196,"order":197,"key":197},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":199,"title":200,"description":196,"order":197,"key":197},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":202,"title":203,"description":204,"order":205,"key":206},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":131,"title":132,"description":208,"order":209,"key":210},"How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":212,"title":213,"description":214,"order":209,"key":215},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":217,"title":218,"description":219,"order":209,"key":220},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":222,"title":223,"description":224,"order":209,"key":225},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":227,"title":228,"description":229,"order":209,"key":230},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":232,"title":233,"description":234,"order":209,"key":235},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":237,"title":238,"description":239,"order":209,"key":240},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":242,"title":243,"description":244,"order":209,"key":245},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":247,"title":248,"description":249,"order":209,"key":250},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":252,"title":253,"description":254,"order":209,"key":255},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":257,"title":258,"description":259,"order":209,"key":260},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":188,"title":5,"description":183,"order":175,"key":185},{"path":30,"title":263,"description":264,"order":175,"key":265},"Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":267,"title":268,"description":269,"order":175,"key":270},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":272,"title":273,"description":274,"order":175,"key":275},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":277,"title":278,"description":279,"order":175,"key":280},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":282,"title":283,"description":284,"order":175,"key":285},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":287,"title":288,"description":289,"order":175,"key":290},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":292,"title":293,"description":294,"order":175,"key":295},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":136,"title":137,"description":297,"order":175,"key":298},"How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":300,"title":301,"description":302,"order":175,"key":303},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":305,"title":306,"description":307,"order":175,"key":308},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":310,"title":311,"description":312,"order":313,"key":314},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.",3,"conversations\u002Fclosing-a-conversation",{"path":316,"title":317,"description":318,"order":313,"key":319},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":321,"title":322,"description":323,"order":313,"key":324},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":326,"title":327,"description":328,"order":313,"key":329},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":331,"title":332,"description":333,"order":313,"key":334},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":336,"title":337,"description":338,"order":313,"key":339},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":341,"title":342,"description":343,"order":313,"key":344},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":346,"title":347,"description":348,"order":313,"key":349},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":351,"title":352,"description":353,"order":354,"key":355},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":357,"title":358,"description":359,"order":354,"key":360},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":362,"title":363,"description":364,"order":354,"key":365},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":367,"title":368,"description":369,"order":354,"key":370},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":372,"title":373,"description":374,"order":354,"key":375},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":115,"title":377,"description":378,"order":354,"key":379},"Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":381,"title":382,"description":383,"order":354,"key":384},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":386,"title":387,"description":388,"order":354,"key":389},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":391,"title":392,"description":393,"order":394,"key":395},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":397,"title":398,"description":399,"order":394,"key":400},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":402,"title":403,"description":404,"order":394,"key":405},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":407,"title":408,"description":409,"order":394,"key":410},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":412,"title":413,"description":414,"order":415,"key":416},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":418,"title":419,"description":420,"order":415,"key":421},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":423,"title":424,"description":425,"order":415,"key":426},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":428,"title":429,"description":430,"order":415,"key":431},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":70,"title":71,"description":433,"order":434,"key":435},"Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":437,"title":438,"description":439,"order":434,"key":440},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":442,"title":443,"description":444,"order":445,"key":446},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":448,"title":449,"description":450,"order":451,"key":452},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":454,"title":455,"description":456,"order":457,"key":458},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":460,"title":461,"description":462,"order":463,"key":464},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":466,"title":467,"description":468,"order":469,"key":470},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":472,"title":116,"description":473,"order":474,"key":475},"\u002Fhelp\u002Fbot-configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":477,"title":478,"description":479,"order":480,"key":481},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":483,"title":484,"description":485,"order":486,"key":487},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":489,"title":490,"description":491,"order":492,"key":493},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":495,"title":496,"description":497,"order":498,"key":499},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":501,"title":502,"description":503,"order":504,"key":505},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":507,"title":508,"description":509,"order":510,"key":511},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382442786]