Agent not replying, or answering incorrectly
These are two different problems with different likely causes — start with whichever matches what you're seeing.
Caro isn't replying at all
- Check Status. Apps → Caro → Settings → Agent identity — if it's Inactive, that's the whole answer. See Pausing and resuming your agent.
- Check the conversation's status in the inbox. An Unanswered conversation (see Understanding conversation statuses) confirms Caro genuinely didn't reply, rather than the customer just not seeing a real reply — worth checking Analytics → Questions → Unanswered questions for a pattern if this keeps happening.
- Check spam protection. If Limit how many messages a visitor can send in a short time is on (Settings → Spam protection), a visitor who's hitting that rate limit will appear to stop getting replies.
Caro is replying, but incorrectly
- Check the reply's source tags. In Conversations, see which Sources (if any) a wrong reply cited — if none, it's likely a training gap; if the wrong one, that source may have outdated content.
- Check for conflicting Extra instructions. A rule in Settings → Personality → Anything specific to know? that conflicts with your actual policies will make Caro confidently wrong — see Extra instructions.
- Fix it two ways. Use Revise this answer to correct the immediate conversation (see Rating and revising replies), and separately fix or add the underlying Source so future customers get it right too.
- Check Recently trained answers. Analytics → Sources logs every correction — a repeated pattern there is your clearest signal of what to fix permanently.