Your agent gave a caller the wrong answer
Your agent answers only from what you've written for it, and doesn't guess. So a wrong answer almost always means the information is missing, out of date, or written two different ways.
What you're seeing
- A caller was told the wrong price, the wrong hours or the wrong address.
- Your agent said it wasn't sure, or offered to take a message, for something you'd expect it to know.
- It offered a time when you're closed, or said you were closed when you're open.
Check these in order
Read what was actually said
Open Calls and find the call. Read the transcript, or play the recording, to see the exact question and the exact answer. That tells you which of the checks below to look at. See Find a call and its recording.
If that fixed it, you're done.
Check what your agent knows
Open Agent, then the Knowledge tab. Read the box under What should it know? and fix anything out of date. Look for the same thing written twice with different details, such as an old price in one place and a new one in another. Then check Questions and answers the same way.
Press Save changes. You'll see "Saved. Changes go live on the next call."
If that fixed it, you're done.
Check your services and prices
Open the Services tab. Each service has a name, Minutes and an optional Price. If a price is here and also in your Knowledge text, make sure they match.
If that fixed it, you're done.
Check your opening hours and time zone
Open the Opening hours tab. Your agent only offers bookings inside these hours, and uses them to say whether you're open. If you have more than one agent, each has its own hours: switch agents in the sidebar.
Then open Settings, the Business tab, and check Time zone and Address under Business details. A wrong time zone shifts every time your agent says.
If that fixed it, you're done.
Add the answer it didn't have
On the Knowledge tab, Questions the AI assistant couldn't answer lists questions from your calls that your agent couldn't answer. Choose Add answer next to one, and your agent knows it from the next call. For anything else, choose Add a question under Questions and answers. See Answer the questions it couldn't.
If that fixed it, you're done.
Tell it how to behave
If the facts are right but the way it answers isn't, use Extra instructions on the Knowledge tab. For example: "Never quote a price for a job; say the plumber quotes on site."
If that fixed it, you're done.
Test it before your next caller does
Open the Test call tab and ask the same question. It uses your microphone, nothing is recorded, and it doesn't use talking time. See Make a test call.
If that fixed it, you're done.
Still happening?
Email support@lightspire.ai or ring 1300 330 640, and send us:
- your business number
- your Lightspire number
- the time and day of the call with the wrong answer
- the caller's number
- what the right answer should have been