A common chatbot mistake
Your chatbot says it doesn’t know what’s printed on your own site
The answer is on your pricing page, your FAQ, even your home page. The bot says it can’t share it, it isn’t announced, or it doesn’t exist.
This is the quiet version of a wrong answer. The bot doesn’t lie about the price; it just says there isn’t one, or that it can’t tell you, or that it doesn’t exist.
For the customer the effect is the same as a closed shop: the information they came for isn’t there, so they go somewhere it is.
How much is the 10-week evening course?
Sorry, I couldn’t answer your question. Here are some topics that might help.
Your page says
Evening course, 10 weeks: €290
Course page, right above the booking button
Do you assemble the furniture you deliver?
We don’t offer assembly.
Your page says
Assembly: $49 per item, add it at checkout
Delivery and assembly page
Why it happens
It isn’t random
The page isn’t in the knowledge base
The bot was set up with the help centre only. Prices, schedules and locations live on other pages it never read.
Tables and images don’t make it in
Many bots read text but skip tables, PDFs and price images. The fact is there for people, not for the bot.
Over-cautious instructions
“Never discuss prices” was meant for discounts and ends up blocking the published price list.
What it costs you
- Every “I don’t know” on a published fact is a customer who has to find it themselves, or doesn’t.
- It makes your business look smaller and less organised than it is.
How we check
- 01We take facts that are plainly on your site: prices, hours, locations, dates, and ask for each in ordinary words.
- 02A refusal or “not available” on a fact we can quote from your page is logged as a verified issue.
What the fix looks like
- Add the missing pages and tables to the knowledge base, as text the bot can read.
- Loosen instructions that block published information.
Where we see it
Other mistakes we find
Wrong prices
The bot finds the right table and reads the wrong row: the pricier room, the member rate, the other plan. Customers act on it.
Read moreInvented fees and policies
A delivery charge, a refund window, a fee: confident, specific and nowhere on your site. This is the answer that ends up in a dispute.
Read moreAnswers a different question
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
Read moreLoops and silence
A typing indicator that never ends. The same reply to every question. A consent screen that comes back after every click. The customer can’t get past it.
Read moreBroken after an update
An expired key, a changed model, a moved page. The bot shows an error to every visitor, and it can go on for days.
Read moreName and email first
Asked a question your FAQ answers in public, the bot asks for a name, email or phone number first. Most visitors close the chat.
Read moreSee your assistant answer your customers first
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.