If your agent is saying something incorrect — quoting the wrong price, giving wrong opening hours, or handling a type of call badly — the fix is almost always in the system prompt or training material. This article explains how to identify what's going wrong and correct it.

Finding what went wrong

Before you can fix incorrect answers, you need to know exactly what the agent said. The full call transcript is the starting point:

  1. Go to Dashboard → [the call where the wrong answer occurred]
  2. Open the call record and scroll to the full transcript
  3. Find the exact exchange where the incorrect answer was given
  4. Note the caller's question and the agent's response verbatim

With the exact text in front of you, it becomes clear whether the issue is missing information, incorrect information, or a misunderstanding of intent.

Types of wrong answers and how to fix each

❓
Agent said "I don't know" or couldn't answer
The information isn't in the training material or system prompt. Add it. Go to Agent Edit → Agent Setup → Training Material and add an FAQ entry for the question, or update the system prompt to include the relevant information directly. See Training material.
💰
Agent quoted an incorrect price
Search your system prompt and FAQ documents for the old price. Update it everywhere it appears. Price information in multiple places can cause the agent to give inconsistent answers — keep pricing in one place (the FAQ or the system prompt, not both) to avoid this. Sync the agent after updating.
🕐
Agent gave wrong opening hours
Opening hours are one of the most commonly outdated pieces of information. Make sure they're in the system prompt under a dedicated section, not buried in an FAQ document where they're harder to update. After any hours change, update the system prompt first and sync immediately.
📋
Agent described a service incorrectly
The service description in the training material is out of date or never existed. Add or update an FAQ entry with the exact service description you want the agent to use. Be specific — vague descriptions produce vague answers.
🗺️
Agent said you cover an area you don't, or denied covering an area you do
Add a clear coverage area statement to the system prompt: "We cover [list of areas]. If a caller asks about a location not on this list, tell them we don't currently cover that area and suggest they check the website."
📞
Agent mishandled a specific type of call
Add explicit handling instructions for that call type to your system prompt. For example: "If a caller is calling about an existing job or complaint, take their details and urgency level and tell them a senior team member will call back within 2 hours." Specificity in the system prompt produces specific, consistent handling.
🔄
Agent keeps making the same mistake despite updates
Check that you clicked Sync to Voice Agent after your changes. Unsaved or unsynced updates don't affect live calls. Also check for conflicting information — if the system prompt says one thing and a training FAQ document says another, the agent may not know which to prioritise. Remove the conflicting entry.

Making prompt iteration faster

After making a change, use Test Mode to check the fix before exposing it to real callers:

  1. Make your change in the system prompt or training material
  2. Click Sync to Voice Agent
  3. Go to Test Mode and ask the exact question that produced the wrong answer
  4. If the answer is now correct, you're done
  5. If not, iterate on the prompt wording and test again
💡
The transcript is your most valuable tool
Read transcripts regularly, especially in the first month of operation. You'll find wrong answers, confusing phrasing, and missed opportunities that you'd never discover any other way. Every transcript issue you fix is a permanent improvement — the agent handles that situation correctly for every future caller.