How to check whether your AI Employee is using the right knowledge

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Use the AI Simulator or Conversation Logs to view the 'Source' attribution for any given AI response to see exactly which URL or FAQ it used to generate the answer.

    Who this article is for

    This article is for administrators troubleshooting inaccurate AI responses.

    Overview

    Sometimes the AI gives a confusing answer because it pulled information from the wrong place (e.g., an outdated blog post instead of your pricing page). Checking source attribution helps you clean up your training data.

    Before you begin

    • Open the AI Simulator or a recent conversation log
    • Trigger the specific question
    • Check the source citation

    Step 1: Step 1: Open the Conversation Log

    Navigate to the Conversations tab to view a live chat, or open Settings > AI Employee > Simulator to run a test.

    Step 2: Step 2: Trigger the Response

    Ask the question that is generating the incorrect or confusing answer.

    Step 3: Step 3: View the Source Attribution

    In the simulator or detailed log view, click on the AI's response or look for a 'Source' or 'Citation' icon next to the message. This will reveal exactly which FAQ, text snippet, or URL the AI referenced.

    Step 4: Step 4: Analyze the Source

    If the source is an outdated URL, remove that URL from the Knowledge Base. If the source is a poorly worded FAQ, edit the FAQ.

    Step 5: Step 5: Resolve Conflicts

    If the AI pulled from a general website page instead of your specific FAQ, ensure your FAQ is worded clearly enough to match the customer's intent. You may need to add related keywords to the FAQ.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. If the source attribution shows 'None' or 'General Knowledge', the AI guessed the answer without referencing your business data. Update your Business Rules to strictly forbid guessing.

    Important clarification

    Leaving old, hidden pages (like last year's holiday promotion) active on your website. If you feed the AI your entire domain, it will find and use those old pages. Remove outdated URLs from your training data.

    Resolution guidance

    The AI used the right FAQ but still gave a bad answer.

    The FAQ itself might be confusing. Rewrite the answer in the Knowledge Base to be as direct and unambiguous as possible.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.