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Start by reading the written record of the call. It shows exactly what your agent heard and said, which usually makes the cause obvious: material that was never attached, a document it could not read, or a gap in your instructions that it filled by guessing.

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Start here

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It said something that is not true

Why this happens. Your agent had no answer and your instructions did not say what to do in that case, so it produced something plausible. This is the most serious failure and the most fixable. Fix it. Two changes together. Upload the material that answers the question, and add an explicit instruction covering what to do when it does not know: take a message, offer a callback, or transfer. See Write what your agent says. Still stuck. Add an explicit prohibition for the specific case, for example never quote a price for custom work. Your agent follows a clear prohibition well and guesses when you leave a gap.

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It said it does not know, but I uploaded that

Why this happens. In order of how often it turns out to be the cause: the folder is not attached to this agent, the file is still processing, the document is a scan rather than text, or the answer is in there but phrased so differently from the caller’s question that it was not found. Fix it. Check the folder is selected in this agent’s Knowledge tab. That is the single most common cause, and it is invisible unless you look. See Add a document or website. Still stuck. Paste the fact in as a short note in your own words, using the words a caller would use. A three line snippet often works where a 40 page brochure does not.

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It quoted an old price

Why this happens. The old material is still attached. Adding a new price list does not remove the previous one, and your agent cannot tell which of two documents is current. Fix it. Delete or replace the outdated file rather than adding the new one alongside it. Then check whether the old price is also written into your instructions, which is why prices belong in knowledge. Still stuck. Search your instructions for the figure. A price written there overrides your good intentions on every call.

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It used my instructions instead of my document

Why this happens. Instructions are read on every call, so anything factual in them competes with your uploaded material and often wins. Fix it. Move facts out of your instructions and into knowledge. Instructions should describe behaviour, not hold your prices, hours, or policies. See What your agent can learn.

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It answered a different question

Why this happens. It misheard, or the caller’s question was ambiguous. The written record shows which, because it contains what your agent actually heard rather than what was said. Fix it. If it misheard a name or a term, teach it that word. See Teach it names and terms. If the question was ambiguous, tell your agent to ask a clarifying question rather than answering. Still stuck. Listen to the recording alongside the record. Background noise on the caller’s end is a common cause and not something you can fix in Brilo.

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How to check what your agent used

Open the call in your call history and read the record of the conversation. Then check three things in order: whether the right folder is attached to this agent, whether the fact exists in a document or only in your head, and whether your instructions contradict the document. That order finds the cause faster than changing settings.

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FAQ

Because it had no answer and no instruction about what to do without one. Upload the material that answers the question, and write down explicitly what it should do when it does not know. Those two changes together fix most cases.
Usually the folder is not attached to that agent in its Knowledge tab. After that: the file is still processing, it is a scanned image rather than text, or the wording is too far from how callers ask. Check the attachment first.
Tell it what to do instead. An instruction like “if you do not know the answer, say so and offer to take a message” removes the gap that guessing fills. Prohibitions work too: name the things it must never say.
The call record shows the conversation, which tells you what your agent said and heard. To confirm where a fact came from, check whether it exists in your uploaded material or only in your instructions: if it is in both and they disagree, the instructions usually win.
Deleting the file removes it as a source. If the same fact also appears in another attached document or in your instructions, your agent can still say it, which is why an old price sometimes survives one deletion.
Either the old file is still attached alongside the new one, or the price is written into your instructions. Check both. Keeping prices only in knowledge, never in instructions, prevents this permanently.