You clicked Refresh Agent, but your AI is still giving old or unchanged answers.
This usually happens when the update didn’t apply correctly, or the data isn’t what the AI needs.
1. Check if data moved to “Trained” #
- Go to Edit Agent → Data Source
- Look at your data status
If it’s still in New:
- Click Refresh Agent again
Only Trained data is used by the AI.
2. Verify your changes #
Common issue:
The data was refreshed, but nothing actually changed.
Check:
- Did you update the correct file/URL/Q&A?
- Is the new content clearly different?
3. Re-crawl website data #
If using URLs
Fix:
- Click Re-crawl
- Then click Refresh Agent
Without re-crawling, old content is reused.
4. Check for duplicate or conflicting data #
Problem
- Multiple sources contain different answers
Fix:
- Remove outdated or duplicate content
- Keep one clear source of truth
- Click Refresh Agent
5. Prompt is overriding behavior #
Check
- Go to AI Model Settings → Prompt
If prompt says:
- “Answer strictly in a certain way”
- “Avoid certain responses”
It may ignore updated data.
Fix:
- Simplify your prompt
6. Context or model limitation #
Problem
- AI not using enough context
Fix:
- Set Context Length → Comprehensive
- Try a higher-quality model
7. Testing the wrong question #
Problem
- Question doesn’t match your updated content
Fix:
- Test with exact phrases from your data
8. Browser or embed cache #
Sometimes overlooked
Fix:
- Refresh your website (hard reload)
- Clear cache or try incognito
- Test in Preview first
Quick checklist #
- Data is in Trained
- Latest content is correct
- Re-crawl done (if URL)
- No duplicate/conflicting data
- Prompt not restrictive
Tip #
Always test in Preview first.
If it works there but not on your site → it’s likely a caching issue.
Next, go to Data Source, confirm your data is in Trained, and test again in Preview.
If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
