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Conversations

How to see why the AI replied that way and fix the source from the conversation

In Conversations, open the conversation, find the message written by the AI and click the AI icon below it. The side panel shows the response, the prompt, the intent and the sources (FAQ or knowledge base page) and lets you edit the prompt and the sources right there.

Updated on

Before you start

  • You need access to Conversations and an AI agent replying on at least one channel.
  • The AI icon only shows on AI-generated messages: conversation agent replies, AI actions in workflows and agent test messages.
  • Fixes you make to the sources (FAQs, website content) change the knowledge base for all future replies, not just this conversation.
Where to find it

Conversations › contact's conversation › AI message › AI icon (below the message)

Step by step

See how the reply was built

  1. Open Conversations and click the conversation where the AI replied.
  2. Find the message generated by the AI. There is a small AI icon below it.
  3. Click the icon. The AI Response Info panel opens on the right.
  4. Read the four blocks:
    • Response: the text that was sent to the contact.
    • Prompt: the instructions the AI followed to write the reply.
    • Intent: the goal the AI identified in the customer's message.
    • Sources: the FAQ or the knowledge base page excerpt it relied on.

Fix the information at the source

  1. In the panel, open the Sources block.
  2. Click the FAQ or excerpt that has the wrong information and correct the text.
  3. Save. The change goes into the knowledge base immediately and the next replies already use the corrected version.
  4. If the problem is in the instructions, edit the Prompt block right in the panel and save.
  5. If you want the AI to answer this kind of question differently, edit the Response block: it works as an example for the future. The message the customer already received does not change.

Adjust the intent

  1. The Intent cannot be edited in the panel.
  2. Open AI Agents › Conversation AI and adjust the agent's goals and intents.

Tips

  • After fixing a source, ask the agent a test question to confirm the reply has changed.
  • Entries that were changed are tagged Edited in the panel, so the team can see what has already been reviewed.
  • If the AI got it wrong because the information isn't in the knowledge base, add the FAQ in AI Agents › Knowledge Base instead of editing an unrelated source.

Common problems

  • I don't see the AI icon below the message → The message wasn't generated by the AI (a person or a workflow without AI wrote it). The icon only shows on agent replies, AI actions and test messages.
  • I edited the response and the customer still sees the old text → That's expected. Editing the response in the panel only teaches the AI for the future; the message already sent is not changed. If you need to correct the customer, send a new message.
  • I want to undo a change to a source → There is no undo button. Open the source in the panel again and type the previous text back in.
  • I can't change the intent in the panel → The intent is adjusted in the agent settings under AI Agents › Conversation AI, not in the conversation.

Frequently asked questions

Does a fix I make from the conversation affect other contacts?

Yes. There is a single knowledge base: any change to an FAQ or page excerpt applies to every future reply that uses that source.

How do I know if someone already edited a source?

Edited entries show an Edited label in the response info panel.

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