Guide › Keep the answers right
Keep the answers right
A chatbot goes stale the same way a website does — quietly, and nobody tells you. Ten minutes a week keeps it honest.
Why it drifts
Nothing breaks. Your prices go up, you stop taking a kind of job, you change your hours — and the chatbot carries on confidently saying what was true in March. It is not wrong on purpose; it is answering from what you told it, and you told it a while ago.
The weekly ten minutes
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Open your five most recent transcripts
Read them as a customer would, not as the owner. You are looking for one thing: a moment where you would have said something different.
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Note every "I'll check and come back to you"
Each one is a question your chatbot could not answer. That is not a failure — it is the system working — but each one is also a fact missing from your knowledge base. Add it and that question is answered properly from now on.
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Check anything with a number in it
Prices, timings, distances, opening hours. Numbers are what people act on and what they remember, and they are the first thing to go out of date.
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Check which pages keep starting conversations
Your analytics show where chats begin. A page that produces far more chats than the rest is usually a page that is not answering something obvious — which is a website fix as much as a chatbot one. Reading your analytics covers where to find it.
The things worth checking after any change
| When this changes | Update this |
|---|---|
| You put your prices up | Pricing — and anything in Common questions that quotes a figure |
| You add or drop a service | Products and services, and the "what we do not do" lines |
| Your hours change | About the business, and the greeting |
| You change phone or address | Contact details |
| You rebuild your website | Ask us to re-run the import — we only read it automatically at signup |
| A policy changes | Policies and things to know |
Test it like a customer, not like the owner
You know what your business does, so you unconsciously ask easy questions. The useful test is the awkward one:
- "Do you do [the thing you almost never do]?"
- "How much is [your most expensive job]?"
- "Can you come out on Sunday?"
- "I'm in [a town just outside your area] — is that too far?"
Those four questions will find every gap you have. Ask them on your own website, in a private window, once a month.
What good looks like
You should be able to read a week of transcripts and find nothing you would have said differently. When that happens, the chatbot is not answering questions instead of you — it is answering them the way you would, at eleven at night, while you are asleep. That is the whole product.