OnyxBot gets an answer wrong sometimes, and what you need is a procedure, not reassurance. OnyxBot answers from the documents it retrieves out of your knowledge base, replies "I don't see that in the available information yet." when it finds nothing, and hands a ticket to your staff after two answers in a row where the search came back empty. When an answer is still wrong, open it on Home, then Usage, read the sources OnyxBot actually used, fix the page, and re-index it.
How do you see which sources OnyxBot used?
The Discord reply does not show them. OnyxBot ends every answer that ran a search with a SOURCES: line, that line is stripped before the message is sent, and what the search found is saved against the answer in your dashboard.
- Open Home, then Usage. The ledger at the bottom lists every AI call, newest first. Set the feature filter to Chat replies for a public-channel answer or Tickets for a ticket answer, and widen the period at the top if the answer was a while ago.
- Click the row with the bad answer. Its details open in a side panel.
- Read Sources. The first line sums it up: how many pages the search retrieved, how many passed the relevance filter into the prompt, and how many the model said it cited. Below it, every page that was in the prompt shows its title, a Cited or In prompt, not cited badge, an excerpt, and how it matched: a % match for meaning, a keyword hit for exact terms. Click a title to open the page. Pages the search found but kept out of the prompt sit folded under a line that reads retrieved but left out of the prompt as not relevant enough, marked Retrieved only.
- Open Show the question and answer to read the exchange next to its sources.
Three other lines can appear in place of the list. The knowledge base was not searched: the screening step judged this turn conversational means OnyxBot treated the message as chatter and never searched, so there is no page to fix. The knowledge base was searched but nothing relevant came back means the answer came from the model alone, and the fix is a page that covers the question. No source details were recorded for this reply appears on answers from before OnyxBot started saving sources.
Now you know which it was: the page itself was wrong, the wrong page was retrieved, or no page covered the question at all.
How do you fix a bad source page?
Correct the page at the source, then re-index only that page.
- Go to AI, then Knowledge.
- Open the row menu, the three dots at the end of the row, and pick Re-index page.
Single page re-indexes are capped daily: 5 a day on Free, 50 on Pro, and the count resets at midnight. Deep Indexing a whole site has a much longer cooldown, 7 days on Free and 12 hours on Pro, so the single page re-index is what you use after a typo fix. Uploaded files have no re-index option. Delete the file and upload the corrected one.
Can custom instructions stop bad answers?
Only the out-of-scope ones. On Pro, AI, then Configuration has a Custom Instructions card that appends up to 2,500 characters to OnyxBot's system prompt. It shapes tone and scope. It is not a knowledge source, so a missing answer needs a page in your knowledge base, not an instruction.
How do you keep the mistake from being learned?
AI, then Approval queue holds question and answer pairs drafted from the answers your staff gave in tickets. Nothing reaches your knowledge base until you approve it. Hit Reject, or press R, on a bad candidate. It is marked rejected, stays under the Rejected filter for reference, and is never indexed.
When should staff always answer first?
For categories where a wrong answer is costly, open Tickets, then Panels, click the pencil on the category, and turn AI answering off. New tickets in that category go straight to your staff with no AI reply.