How to Set Up Chatbot Corrections

A Guide on How to Set Up Chatbot Corrections.

How do you set up Corrections?

Your chatbot isn’t perfect and may occasionally make mistakes. These errors usually happen for two common reasons:

The customer is asking a question that isn’t covered by the information you’ve provided to the chatbot.
The chatbot has misunderstood some of the content on your website.

So here's how you can set up corrections for your chatbot to improve this.

Click on the “Chatlogs” tab to open up a conversation containing a Chatbot response that you wish to improve.

Click on the small grey icon (✎ ) located beside chat bubble that prompted your Chatbot to give the wrong response.

In the right panel, re-write the correct answer to the question that was asked to the Chatbot.
Edit the model answer to your liking and click “Save.” Your correction will be stored inside the “Corrections” tab.
You can then ask the Chatbot the same question again to see if it provides the improved answer.
If needed, you can also add new webpage links into the corrections if the Chatbot did not cite a desired page as the source.
Click "Save" to confirm your changes.

If you want to make a small change, like updating “Pause Subscription” to “Manage Subscription,” we recommend the following:

Rewrite the entire sentence – Instead of just changing the words, rewrite the whole sentence.
Why this helps – This makes the correction more clear and obvious for the chatbot to understand and apply correctly.

For example, if the question is: "How do I manage my subscription?"

And the AI's original generated response was: "To pause your subscription, head over to the subscription tab and search for the 'pause' button."

You could correct it to something like: "Navigate to the subscription page and look for the subsection labeled 'Manage Subscription.'"

By restructuring the sentence, the corrected response makes the intent clearer to the chatbot.

You can view a complete overview of your corrections in the “Corrections” tab.
The AI will now be trained to remember the correct answers and respond accurately when asked the same questions again.

You can revisit the chatlogs where the corrections have been made.
Chatlogs with corrections made will be labelled with “corrected” and a green tick would appear beside the log.