My assistant told a caller something wrong
Your assistant only knows what's saved in your portal, so a wrong answer almost always comes from a missing or outdated line. Read the call under Recent calls, find the line in What your assistant knows, then fix it where it's set. Changes apply from the next call; staff and hours apply at once.
Before you start
- Your sign-in for the portal.
- Roughly when the call happened, so you can find it.
Steps
- Open My KwickBoard and find the call under Recent calls. Read the transcript to see exactly what was said.
- Open AI Agent, then What your assistant knows. Find the line behind the wrong answer.
- If it was about a service, a price or a common question, open What it says and fix it under Products & Services or FAQs. Save your change.
- If it was a question your assistant asked the caller, open AI Agent, then What your assistant asks a new caller. Delete the question, or press + Add a question to add the right one. Save your change.
- For anything you can't change yourself, open AI Agent, then Ask your assistant to know something new. Describe the change and press Submit request. You should see a note that it was sent, and I follow up from there.
Check the questions it asks new callers, even if you never changed them. The starting questions for some kinds of business don't fit every office. Read the whole list once and delete any that don't suit your callers.
It worked when
Call your business number from another phone and ask the same thing. Your assistant gives the corrected answer, and the new call shows under Recent calls.
Still stuck?
Tell me your business name, the date and time of the call, and what the assistant said that was wrong. I'll read the call and fix it with you.