Review and correct AI agent answers

Test your WhatsApp AI agent, see what it knew when it answered, and teach it the right answer. At the end, a wrong reply is fixed for good and your knowledge sources are indexed. Takes about 5 minutes per question.

Before you start

• Your AI agent is set up. See Set up the WhatsApp AI agent.
• You can see AI Agent in the WhatsApp panel. If not, ask your admin.
• You have saved your changes. The test chat uses your latest saved changes.

How the test chat works

The Test your Agent panel has 2 modes:

Mode	What it tests
Train	Your latest saved changes. Replies are not visible to customers.
Live	What customers get. You watch the answers but cannot correct them here.

The 2 icons under a reply, Why it answered this way and Correct this answer, show only in Train mode.

Steps

Ask a test question

1. Open WhatsApp in the left rail, then select AI Agent.
2. Click Test agent. The Test your Agent panel opens.
3. Select Train.
4. Type a question in Ask your agent something….
5. Click the send arrow. The agent's reply appears.
6. Click New chat to start over.

See why the agent answered that way

1. Under the reply, click the eye icon. Its tooltip is Why it answered this way. The Reply details window opens.
2. Read the rows. Use the table below to find the section to fix.
3. Under Tools used, read the list of tools the agent called, if any.
4. Optional: click Prompt sent to the model to open the full prompt. You can select and copy it.
5. Click Close.

Row	What it tells you	If it looks wrong
Mode	Which mode answered.	—
Answered by	The AI provider and model. It shows only when the server returns it.	—
Agent	The agent name used.	Change Agent / business name in Business Profile.
Tone	The tone used.	Change it under Tone.
Reply length	Short, Medium or Long.	Change it under Tone.
Knowledge entries	How many Q&A entries it could use.	Add questions under Quick Q&A in Knowledge.
Knowledge sources	How many sources it could search.	Add or re-index sources in Knowledge.
Skills enabled	How many skills are on.	Turn skills on under Skills.
Business description	Included or Not set.	Fill in What the business does in Business Profile.
Ground rules	Included or Not set.	Fill in Additional notes in Business Profile.
Guardrails	Applied or Not set. It shows only when the server returns it.	Fill in Persona & guardrails in Business Profile.
Product catalogue	Included or Off.	Turn on Agent can recommend products under Products.
Version	Published (what customers get) when the reply used the published version.	Click Publish & go live to publish your changes.
Handoff	The agent asked for a human when it handed the chat over.	Check your handoff phrases under Settings.

Start with the counts

A row that reads 0 or Not set usually names the section to fix. The prompt is there for when the counts are not enough.

Correct a wrong answer

1. Under the wrong reply, click the pencil icon. Its tooltip is Correct this answer. The Correct this answer window opens and shows the customer's question.
2. In What the agent should say, edit the reply. The box starts with the agent's answer.
3. Click Save & teach. The message Saved — the agent will answer this way from now on. appears.
4. To close the window without saving, click Cancel.

The correction is saved to the knowledge base as this question and answer. It replaces any answer already stored for the same question.

Save & teach needs a question

If the window shows This question instead of the customer's words, Save & teach stays off. Ask the question again in the test chat, then correct the new reply.

Re-index your knowledge

Re-index when a source shows Not indexed yet — use Re-index all, or when a page on your site has changed.

1. Select Knowledge in the list on the left.
2. Read the line above the sources, for example 3 sources — some failed.
3. Click Re-index all. The agent re-crawls pages and re-reads files. The button stays off while it runs.
4. Read the message. It reads Sources re-indexed. unless the server sends its own message.
5. Check each source. A ready source shows how many searchable passages it has. A failed source shows its error in red.
6. To remove a source, click the trash icon (Remove), then click Save changes.

Limits and timing:

• Re-index all shows only when you have at least 1 source.
• Files must be 50 MB or smaller.
• The link to an uploaded file lasts 7 days. After that, upload the file again to re-index it.
• Sources index within seconds of saving.

Video walkthrough

[VIDEO]

Troubleshooting

Issue	Cause	Fix
The eye and pencil icons are missing under replies	The test chat is on Live.	Select Train.
Save & teach is off	The window shows This question, so the agent has no question to store.	Ask the question again in the test chat, then correct the new reply.
Could not save the correction.	The correction did not reach the server.	Click Save & teach again. Check your connection.
The agent still gives the old answer	Customers get the published version.	Click Publish & go live.
Could not re-index.	The server could not start re-indexing.	Click Re-index all again.
A source shows a red error	The page or file could not be read.	Check the URL or file, then click Re-index all.
Not indexed yet — use Re-index all	The source was added but not indexed.	Click Save changes, then Re-index all.
Files must be 50 MB or smaller.	The file is too large.	Split or compress the file.

Related

• Set up the WhatsApp AI agent
• Use the WhatsApp inbox
• Manage the media library