> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Why it answered wrong

> Fixes for a Brilo agent that invents answers, misses material you uploaded, quotes old prices, or says it does not know.

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.

## Start here

| What is happening                              | Go to                                                                                             |
| ---------------------------------------------- | ------------------------------------------------------------------------------------------------- |
| It said something that is not true             | [It said something that is not true](#it-said-something-that-is-not-true)                         |
| It said it does not know, but I uploaded that  | [It said it does not know but I uploaded that](#it-said-it-does-not-know-but-i-uploaded-that)     |
| It quoted an old price                         | [It quoted an old price](#it-quoted-an-old-price)                                                 |
| It used my instructions instead of my document | [It used my instructions instead of my document](#it-used-my-instructions-instead-of-my-document) |
| It answered a different question               | [It answered a different question](#it-answered-a-different-question)                             |

## 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](/agents/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.

## 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](/knowledge/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.

## 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.

## 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](/knowledge/what-your-agent-can-learn).

## 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](/knowledge/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.

## 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.

## FAQ

<AccordionGroup>
  <Accordion title="Why does my agent make things up?">
    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.
  </Accordion>

  <Accordion title="Why does my agent not know something I uploaded?">
    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.
  </Accordion>

  <Accordion title="How do I stop my agent guessing?">
    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.
  </Accordion>

  <Accordion title="How do I see which document an answer came from?">
    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.
  </Accordion>

  <Accordion title="Does deleting a file remove it from my agent straight away?">
    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.
  </Accordion>

  <Accordion title="Why does my agent still use an old price after I updated it?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Add a document or website](/knowledge/add-a-document-or-website) to attach the right material
* [What your agent can learn](/knowledge/what-your-agent-can-learn) for what belongs where
* [Write what your agent says](/agents/write-what-your-agent-says) to close the gap it guessed into
* [Teach it names and terms](/knowledge/teach-it-names-and-terms) when it mishears words
* [Read a call transcript](/reports/read-a-call-transcript) to see what it actually heard