How to handle AI Employee errors or unexpected behaviour

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 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

    When the AI behaves unexpectedly, immediately pause it globally or for the specific contact, review the conversation logs, identify the conflicting instruction or bad data, and retrain the AI.

    Who this article is for

    This article is for administrators and support managers who need to respond quickly to AI issues.

    Overview

    Unexpected AI behavior—such as hallucinating facts, getting stuck in a loop, or responding aggressively—requires immediate intervention to protect your customer experience and brand reputation.

    Before you begin

    • Pause the AI if the issue is widespread
    • Take over the conversation manually
    • Investigate the root cause in the logs

    Step 1: Step 1: Intervene Immediately

    If you spot the AI behaving erratically in a live chat, immediately type a manual reply in the Conversations tab. This automatically pauses the AI for that specific contact, allowing you to take over.

    Step 2: Step 2: Pause Globally (If Necessary)

    If the AI is giving wrong answers to multiple customers (e.g., offering a massive discount to everyone), go to Settings > AI Employee and toggle the main status to 'Paused' or 'Off' until you fix the issue.

    Step 3: Step 3: Investigate the Logs

    Review the transcript of the unexpected behavior. Look at the 'Source' attribution to see what data the AI used. If it hallucinated, check your Business Rules to ensure you have explicitly forbidden guessing.

    Step 4: Step 4: Identify the Root Cause

    Unexpected behavior is almost always caused by: 1) Conflicting instructions, 2) Outdated or incorrect knowledge sources, or 3) Vague boundaries that allow the AI to guess.

    Step 5: Step 5: Apply the Fix and Retrain

    Update the Knowledge Base, refine your Custom Instructions to be more explicit, and click 'Sync'. Use the simulator to verify the fix.

    Step 6: Step 6: Re-Enable the AI

    Once you are confident the issue is resolved and tested in the simulator, toggle the AI back to 'Active'.

    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. Always have a human monitoring the Conversations tab, especially during the first few weeks after launch or after making significant changes to the AI's configuration.

    Important clarification

    Assuming the AI is 'broken' and deleting the entire profile. The issue is almost always a specific configuration error. Troubleshoot systematically instead of starting over.

    Resolution guidance

    The AI got stuck repeating the same message in a loop.

    This happens when the AI doesn't know how to handle a specific input and defaults to a generic response. Add a rule: 'If you cannot answer a question after two attempts, trigger human handoff.'

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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.