1
Read the original conversation
Open the transcript in Conversations. Copy the exact question into your test notes and identify whether the problem is a missing fact, outdated fact, wrong tone, or unsupported claim.
2
Check the source
In Knowledge, find the page that should answer the question. Confirm it is ready and preview the readable text. A listed URL can still be pending, empty, or blocked. Use Refresh when the website has changed.
3
Fill the gap
Add concise facts in Business context for information missing from public pages. Remove conflicting details. Update Response instructions or Guardrails when the issue is behavior rather than missing knowledge.
4
Test retrieval and the conversation
Search the imported pages under Test knowledge & manage search index. Then use Test assistant to ask the original question and one natural paraphrase. Verify the answer and source link rather than only whether it sounds fluent.
Common causes
Opening experiments improve how conversations begin. They are not a replacement for keeping your product knowledge accurate.