My Knowledge Update Is Not Reflected on Calls

If you've updated your knowledge base but the AI still gives old information to callers, here are the most common causes and how to fix them.

Cause 1: You saved but didn't publish

Saving a knowledge article only saves it as a draft. You must publish for the changes to go live on calls.

Fix:

  1. Go to AI Receptionists → [Your AI] → Knowledge Base.
  2. Click Publish.
  3. Wait for the Published Successfully! confirmation.
  4. Make a test call to confirm the update is live.

This is the most common cause of outdated AI knowledge. Publishing is a separate, deliberate step from saving.

Cause 2: The publish completed but you're testing on a call that started before the publish finished

A publish only affects calls that start after the publish completes. If you were mid-call while the publish was processing, that call uses the previous configuration.

Fix: End your current call and start a fresh one. Ask the AI the question again.

Cause 3: The knowledge base has contradictory information

If multiple articles contain information about the same topic but say different things, the AI may use the older or less specific version.

Fix: Review your knowledge base for duplicate topics. Merge or remove conflicting articles. See Why a Caller Might Hear Outdated Information.

Cause 4: The AI is drawing from a different source

Sometimes the AI will answer a question from general context if your knowledge base doesn't have a clear, specific answer. This can result in an answer that's technically plausible but not accurate for your business.

Fix: Add a specific knowledge article that directly addresses the question. Precise, clear content takes precedence over the AI's general reasoning.

Cause 5: Publish failed

If the publish failed silently (you dismissed the modal and didn't see the success confirmation), your changes may not have been pushed live.

Fix: Publish again. Check the modal for the Published Successfully! confirmation before closing it.

💡 Tip: Always confirm a publish with a test call for any critical information (hours, prices, services, closures). Don't assume — verify.