Find the gap
Review the conversation in Customer Workspace. Distinguish missing knowledge from an unclear customer requirement or an approval rule. Save a short synthetic example of the question and expected answer, without copying unnecessary personal information. A missing delivery area should trigger a follow-up, not an invented delivery quote.
Correct the source
In Teach AI, edit the relevant FAQ or replace the outdated source with approved current information. Resolve conflicting prices or instructions across files before testing. Check the source status after processing. If processing fails, review the supported format and accessible website address; adding the same file repeatedly will not fix a bad source.
Retest and monitor
Use Test my AI with the original example and two variations, including incomplete information. Confirm the routine answer and the expected escalation. Keep a small regression checklist when updating policies. Knowledge processing and AI tests use allowances; review Plan & usage and avoid uploading unrelated material.