Improving your receptionist's answers
When Costello gives a weak or wrong answer, the fix is almost always the same: add the missing information to your Knowledge section. Costello learns from what you've given it, so a better answer starts with better training.
This article walks through a simple loop you can repeat any time you spot something off.
The optimisation loop
You'll notice these in two places: while testing in the Playground, or in Activity where you can see how Costello handled real conversations. Look for answers that are wrong, vague, or an outright "I don't know".
Ask yourself what Costello was missing. Was it a price it didn't have? An hours question it couldn't answer? A policy you've never written down? The answer points you to the right fix.
Go to the Knowledge section and add or correct the information. See the table below for which source to reach for.
After any change, Costello retrains automatically. This takes a few minutes — you'll see a "Processing…" badge while it works.
Once the retrain finishes, go back to the Playground and ask the same question again. Confirm the answer is now correct before you move on.
Symptom → most likely fix
Use this as a quick reference when you're not sure where to make a change.
| What you're seeing | Most likely fix |
|---|---|
| Gets a specific question slightly wrong, or you want exact wording | Add an FAQ pair with the precise answer |
| Doesn't know your address, parking, or contact details | Fill in business information |
| Unsure about cancellations, deposits, or refunds | Add your policies |
| Gets your opening times or days wrong | Update opening hours |
| Quotes the wrong price, or doesn't know one | Upload your pricing CSV |
| Says "I don't know" to lots of things | The topic is missing entirely — add it via the most fitting source above |
If you want a question answered in a very particular way — a special offer, a booking rule, a sensitive topic — an FAQ pair gives you word-for-word control. It's the most precise tool in the box.
Why the fix is (almost) always Knowledge
Costello doesn't make answers up — it draws on the information you've given it. So a poor answer rarely means the AI is at fault; it usually means the knowledge base has a gap. Fill the gap and the answer improves. That's the whole loop.
If you keep seeing "I don't know" even after adding information, the troubleshooting guide below covers the usual culprits.