Common questions
Quick answers to the questions we hear most — from why an answer looks outdated to how to change your agent's tone.
Why does my agent give an outdated answer?#
Your agent answers from the documents and website content you've given it. If an answer looks out of date, the source it's using is probably out of date. Update or replace the document, or open Manage my Lucy and tell it the correct information — the fix applies within seconds.
Why does my agent say it doesn't know something?#
That means the answer isn't in your agent's knowledge yet. Add a document that covers it, or type the answer into Manage my Lucy and it's saved for next time. Questions your agent couldn't answer also appear in the Knowledge Improvement area so you can fill the gaps.
How do I change my agent's tone?#
Open your agent's Rules tab and adjust the Personality sliders. You can make your agent more formal or more casual, shorter or more detailed, and set how often it shows its sources. Changes apply to your live chat automatically.
How do I change my agent's name?#
You can rename an agent at any time in its settings. The new name shows to anyone chatting with it. Your knowledge and settings are unaffected.
Do my customers need to log in to chat?#
No. If you've turned on public access and set an authorised website URL, your customers can chat on your website without logging in. Logged-in access to your dashboard is separate.
Will changing my plan delete my knowledge?#
No. Upgrading, downgrading, and renewals never touch your knowledge, agents, or settings — only your monthly answers allowance changes.
My emails are landing in spam — what can I do?#
Deliverability usually improves when you verify your own email domain, if your plan supports it. Check your helpdesk settings, and see the guide on your support email for the options on your plan.