The assistant gave a wrong answer
How to find out why an answer was wrong, and fix it.
Last updated · 29 Sep 2026Troubleshooting
The assistant answers from your store's own information. A wrong answer almost always traces back to that information.
- Find the conversation in Conversations and read exactly what the shopper asked.
- Check the source:
- Product details → the product page in Shopify
- Stock → the product's variants in Shopify
- Policies → your policies in Shopify (saved changes reach the assistant automatically; Sync now in Knowledge refreshes them straight away)
- Anything else → your knowledge entries
- Fix the source, then ask the same question in your storefront chat to check.
AI replies can occasionally be wrong even when your information is correct. Your store's prices, stock and policies at checkout always take precedence over anything the assistant says.
If the source is correct and the answer is still wrong, email support@pixelchatapp.com with your store URL and the conversation.