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 in your dashboard, 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 the cited pages are saved against the answer in your dashboard.
- Open Home, then Overview. The Recent Activity card holds the 20 most recent answers, from tickets and watched channels alike.
- Click the row with the bad answer.
- Read Sources used (N of M retrieved). Each entry shows the page title, a % match badge, and an excerpt you can expand. When OnyxBot cited nothing, the heading reads Sources retrieved (N) and lists everything the search pulled.
A Search skipped badge means OnyxBot treated the message as conversational and never searched your knowledge base. Otherwise you now know whether the page itself was wrong, or the wrong page was retrieved.
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.