Keep the chatbot's information current

When your hours, delivery information or booking conditions change, follow the update through to the chatbot's answer. A corrected page can still sit beside an older file or a saved FAQ that says something else.

Follow the source through to the answer

Confirm what changed

Find the source the business uses for the information. Check the wording, the date it takes effect and who can confirm it. If a change applies only to particular products, locations or bookings, keep those conditions with the answer.

Look for older copies

Check the help page, FAQ, uploaded files and any manually written answers your chatbot uses. Search for the old wording as well as the new topic. Remove or replace a superseded copy once the person responsible has confirmed it is no longer needed.

Refresh the chatbot's source

Use the refresh, recrawl or upload controls available in your chosen product. Do not assume a page edit updates every source immediately. If you are considering a website chatbot such as ElfChatbot, check how its current source-update controls work before relying on them.

Ask the visitor's question

After the update has completed, ask the ordinary question a visitor would use. Include a question about the condition that changed. Check the reply against the current source and make sure the chatbot does not combine the old and new information.

Record the review

Save the question, the reply, the source and the date you checked them. Give an unresolved conflict to the person responsible for that information. Keep a clear human support route available while the answer is being corrected.

A delivery change to check

Fictional example

The change: A shop's dispatch days change from Monday–Saturday to Monday–Friday, starting on a stated date.

Places to review: The shipping page, an uploaded delivery guide and a manually written FAQ answer. Confirm which existing and future orders the change applies to with the person responsible.

Questions to try: “Do you dispatch on Saturday?” and “If I order on Friday evening, when will it be sent?”

What to check: The answer should follow the current published conditions. It should not turn dispatch days into a guaranteed arrival date or claim access to a customer's order when that access is unavailable.

If the sources conflict: Record the conflicting wording, correct the source with its owner and check the answer again after the update completes.

Check what visitors have already seen

Support conversations can show where an old answer is still being repeated. Record the actual wording and the source involved before making another edit.

Customer reviews may give you another clue. If you display them with a tool such as JustReviews, read relevant comments in context. A complaint about delivery is a reason to investigate; it does not by itself establish which source or answer caused the problem.

Change-review notes to copy

Copy these fields when you update a source. Keep the observed reply with the record so another person can check it.

Information changed:
Current source and owner:
Date the change takes effect:
Conditions or exceptions:
Old copies checked:
Chatbot source refreshed at:
Visitor question tested:
Observed reply:
Checked against the current source by:
Conflict or follow-up needed: