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

# When the chatbot answers badly

> The three most common failures and what to do about them.

## First: read the conversation

Open **Konversationen** and find the exchange. Read the visitor's question and the answer. Change nothing before you have.

## It quotes a price that does not exist

The most common failure. It also likes to invent delivery times and minimum quantities.

<Steps>
  <Step title="Open the instructions">
    **Setup** tab, **Anweisungen** field.
  </Step>

  <Step title="Put this at the very top">
    ```text theme={null}
    Never state prices, delivery times or quantities that are not in
    the knowledge base. Not even as an estimate. If you do not know a
    number, say so and offer to put the visitor in touch with the team.
    ```
  </Step>

  <Step title="Save">
    **Änderungen speichern**, top right.
  </Step>

  <Step title="Check">
    **Widget** tab, ask the same question again.
  </Step>
</Steps>

This takes effect immediately. No republish needed.

## It does not know something

A knowledge entry is missing. Create one under **Wissen** — one entry per topic, with a title that reads like the visitor's question.

Good: *"How long does delivery take?"*
Bad: *"General information"*

## It writes too much, or asks five questions at once

Add to the **instructions**:

```text theme={null}
One question per message. Never two, never a list, never numbered.
Three sentences per message at most.
```

If that does not help, it is the model. A cheap model follows strict rules less reliably. See [AI models](/user-guide/workspace/ai-models).

## It lists products as text

Products should appear as cards with an image and a button. If they do not, the rule is missing:

```text theme={null}
Every product you mention, you show with the product card.
A product name in the text is a mistake.
```

## It talks about things you do not offer

Usually the cause is not in the instructions but in the **knowledge**. Search there for the term. Knowledge texts containing behaviour — *"first ask for the quantity"* — turn the chatbot into something your instructions never intended.

Knowledge holds facts. Instructions hold behaviour.

## Checking whether your change worked

<Steps>
  <Step title="Save">
    **Änderungen speichern**, top right. Without that click nothing changed.
  </Step>

  <Step title="Test in the preview">
    **Widget** tab. Ask the same question again. A running conversation picks up new instructions from the next message onwards.
  </Step>

  <Step title="Test on the website">
    Only needed if you changed the **appearance**. Republish first in the **Veröffentlichen** tab, then reload the page.
  </Step>
</Steps>

## If none of it helps

The **Verlauf** tab shows every change with date and name. The most recent change per field can be reverted there.

Still stuck? Write to [office@psquared.dev](mailto:office@psquared.dev) with the visitor's question, the chatbot's answer and the time.