AI gives wrong or outdated answers
The AI said something wrong, quoted an old price, or missed a product. Here is how to find the cause and fix it for good.
Fix a specific wrong answer immediately
The fastest fix is a Q&A override, because overrides always beat generated answers:
- In the Inbox, open the conversation, use Correct this answer on the wrong message, and write the right answer. It is saved as an override automatically.
- Or go to Knowledge base → Q&A and add the question and correct answer by hand.
Details in Add Q&A overrides.
Check your knowledge sources
If the AI is answering from an outdated page or file:
- Go to Knowledge base → Sources.
- Look for sources with an Error badge, and use Re-sync now from the row menu to refresh them.
- If you edited a page that RagChat indexed, re-sync that source too. Sources you added are indexed once when you add them and do not detect later edits on their own. This applies to URL sources and Shopify page sources alike. To update a file source, upload the file again and remove the old one.
Products, policies, and collections are the exception: they keep themselves current with no action from you.
Product answers seem incomplete
The AI only learns as many products as your plan includes: 200 on Free, 1,000 on Standard, 5,000 on Pro. If your catalog is bigger than your plan's limit, products beyond it are not searchable by the AI. Compare your catalog size against Plans and pricing.
Note that prices, stock, and policy details in cards and answers are fetched live from Shopify at answer time, so those are never stale even between syncs.
Teach it what it does not know
If the AI simply had no answer, check Knowledge base → Gaps. Questions it could not answer confidently collect there, with the most recently asked first, and you can answer them in one click. See Fill knowledge gaps.
Still stuck? Message us from the chat widget and we'll help.