Find conflicting and outdated facts in your knowledge
intoCHAT compares passages from different knowledge sources and lists the facts they disagree on, such as two prices or two sets of opening hours, so you can fix them before visitors get the wrong answer.
When two of your sources say different things, for example an old price on one page and the new one in a Q&A pair, your agent may give a visitor either one. Conflicts on the Knowledge tab lists these disagreements so you can fix them. It is part of the Pro and Enterprise plans.
What it checks
intoCHAT looks for passages from different sources of the same agent that cover the same thing, and asks an AI model whether they state different facts. It looks for disagreements about:
- prices, fees and discounts
- opening hours, dates and deadlines
- policies, such as returns, refunds, shipping, warranty and cancellation
- numbers and limits
- contact details, addresses and names
Different wording, one passage giving more detail than the other, and facts about different products, plans, locations or periods are not conflicts, and the model is told to leave them out.
Each finding has a kind:
| Kind | Meaning |
|---|---|
| Contradiction | Both can't be true at once, for example "Returns within 30 days" and "Returns within 14 days". |
| Outdated | One passage looks like an older version of the other. The finding says which source is older, from the sources' dates and any dates in the text. |
| Inconsistent duplicate | Both describe the same thing, such as a Q&A answer and a web page, but some details differ. |
Passages within one source are not compared with each other, and neither are your instructions.
When it runs
- After training: when a training run finishes, the sources it trained are compared with the rest of your knowledge.
- Once a day: a daily job, starting around 02:30 UTC, checks agents with new or changed sources and continues checks that didn't finish.
- Check now: the button on the Conflicts card starts a check right away. Findings appear within a minute or two; the card updates while the check runs. You can use it 4 times an hour per agent.
Only one check runs at a time per agent. If you train again while a check runs, it goes round once more when it finishes.
Each pair of passages is read once. It is read again only when one of the two passages changes, so checks after the first one only look at what is new.
The Conflicts card
The card's title shows how many findings are open. Use Open, Resolved and Dismissed to switch between them. Last checked shows when the last check ended.
Each finding shows:
- its kind and a one-sentence summary of what disagrees
- Source A and Source B side by side: the source's name and type, the fact as that source states it, and the passage it comes from. A web page's name links to the page.
- a Suggestion for what to change
When a source has been edited but not trained yet, its side shows "Changed, waiting for training".
Resolve a conflict
- Decide which fact is right.
- Click Open source A or Open source B under the one that is wrong. Text snippets and Q&A pairs open for editing; other sources open their preview.
- Fix the source:
- Text snippet or Q&A pair: edit it, Save and train.
- Website page: update the page on your site, then use Refresh from website on the source. See Managing sources.
- File: upload the corrected version under the same file name and train. See Files.
- Notion page: update it in Notion and import it again. See Notion.
- If the wrong source isn't needed any more, delete it.
You don't need to close the finding yourself:
- When a passage in a finding changes and is trained, the finding is resolved by itself and shows "Resolved: a passage changed". The new text is compared again, so if it still disagrees, a new finding appears.
- When one of the two sources is deleted, the finding shows "Resolved: a source was deleted".
The buttons on each open finding:
- Mark resolved: moves it to Resolved, for example when you fixed it some other way. The same two passages aren't flagged again.
- Dismiss (not a conflict): moves it to Dismissed when the two facts don't really disagree. The same two passages are never flagged again unless one of them changes.
- Reopen: on a resolved or dismissed finding, moves it back to Open. A finding whose source was deleted can't be reopened.
Until you fix a conflict, you can mark the source with the right fact as priority with the star in the source list: it then wins when sources disagree. See Managing sources.
Plans and limits
- Conflicts are part of Pro and Enterprise. On Free and Starter the card shows Included from Pro with an Upgrade plan button, and nothing is checked.
- Checks don't use your plan's messages.
- A check reads up to 60 pairs of passages, and an agent up to 240 a day. A large knowledge base is covered over several checks, the most recently trained sources first.
- Each passage is compared with its 4 closest passages from other sources, and only with passages that are very close in meaning.
- The card lists the 100 most recent findings for each of Open, Resolved and Dismissed.
- Everyone on your team can see the card. Editors, admins and the owner can resolve, dismiss and use Check now. See Team members and roles.
- The passages are read by the AI provider intoCHAT uses for answers (OpenAI).
False positives and misses
The check is a helper, not a guarantee:
- It can flag facts that don't disagree, for example two prices for different plans when a passage doesn't name the plan. Dismiss these; they won't come back unless the text changes.
- It can miss conflicts, for example when the two passages are worded so differently that they aren't close in meaning, when the facts are in the same source, or when a passage has more than 4 close passages from other sources.
To see which questions your knowledge doesn't answer well, use Questions to improve; see Text and Q&A.