The agent gives an incorrect knowledge-base answer
Check knowledge attachments, conflicting instructions, overlapping sources, deleted content, and the agent name.
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If the agent answers a question wrongly, or seems unaware of something in your knowledge base, check these.
- Open the flow, then Settings → Knowledge Base, and confirm the knowledge base you expect is actually attached. Re-attach it if you duplicated the flow recently.
- Check whether the same fact also appears in Agent Instructions with a different value — the agent may answer from the prompt and never search the knowledge base at all. Keep each fact in one place.
- If you have several knowledge bases attached, check they don't disagree with each other. Fewer, more focused sources retrieve better than several overlapping ones.
- If you deleted a knowledge base and the agent still gives an answer from it, contact support with the flow ID — a delete should stop the content being used.
- The agent's spoken name comes from Greeting & Conversation → Agent Name, not from anything in a knowledge base.
- A knowledge base supplies facts — it doesn't enforce a checklist of steps. Keep any mandatory conversation steps in Agent Instructions, not the knowledge base.
- Test with one fixed question and note the call ID if it's still wrong.