The widget quoted a shipping fee or exchange policy that differs from what your site says, or kept giving old information you had already changed. The widget answers only within the knowledge you have registered, so if knowledge is missing or outdated, the answers are too. Wrong information erodes trust and can lead to disputes, so it needs to be corrected quickly.
How to fix
- In the console, open "Knowledge" > "Sources" and check that the source exists and its status is "Ready". If it shows "Update failed · answering from previous collection", the widget is answering from content collected earlier.
- If you have changed your site, check whether the "Last collected" time is earlier than the change. If it is, open the source and click "Re-collect". When collection finishes, the existing knowledge is replaced with the new collection.
- If only a few pages changed, use "Add knowledge" to add just those pages with "Single URL". This is faster than collecting the whole site again.
- If frequently asked policies such as shipping fees and exchange terms are scattered across your site, organize them and register them with "Paste text". Text cannot be edited once registered, so do not use it for content that changes often.
- In the "Search check" tab, enter a visitor's question as is and check whether relevant content comes up. To change the attitude or priorities of answers, write rules in "Business instructions" under "My Persona". For how knowledge is used in answers, see Knowledge and answers.
- In the Cafe24 app, product information comes in from Cafe24 automatically, so check in the Cafe24 admin that the product is displayed and on sale. Hidden, not-for-sale, members-only and age-verified products are not used in answers.
- If the issue persists, contact us with your site address, the time it happened, your browser, and screenshots of the question and answer.