Corrections

Create targeted fixes for recurring agent mistakes with correction type, trigger text, revised content, and optional expiration.

Corrections let you patch specific agent mistakes without rewriting your whole knowledge base. Use them when you want a preferred answer or behavior to win for similar customer prompts.

Agent Corrections tab with list and New Correction button

Open Corrections

Go to Agents, open an agent, then select Corrections in the left sidebar.

Create a correction

Click New Correction to open the modal.

Create Correction modal with type options and correction fields

Correction types

Type	Use it when
Knowledge	The answer content should be different for similar customer questions.
Behavior	The response style, steps, or boundaries should change.

Fields

Customer message: The trigger text used for similarity matching.
Revised answer / instructions: The preferred output for matched cases.
Enable expiration: Optional end date/time for temporary fixes.

Correction modal with customer message entered and knowledge/source hints area

Edit and delete

Use the row actions in All Corrections:

Edit to update trigger, type, text, or expiration.
Delete to remove a correction permanently.

When to use Corrections vs Knowledge

Use Knowledge and Sources for durable product/company facts. Use Corrections for fast, targeted behavior or answer fixes when a specific conversation pattern is wrong.

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Last updated 2 weeks ago

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