AI Automation: Updating Knowledge Base

Support Articles
January 02, 2026•2 min read

What’s happening

AI responses or automations keep using old info even after you’ve updated your content, FAQs, offer details, or scripts.

Why this happens

Knowledge base changes don’t always take effect until the update is published and the AI source is refreshed.

Step-by-step: Update the Knowledge Base

  1. Locate the source: Open the Knowledge Base/FAQ/doc the AI pulls from.

  2. Edit the exact section: Update the specific line the AI keeps repeating (pricing, policy, link, hours, etc.).

  3. Remove duplicates: Search the KB for the same topic and delete or update any old versions (this is the #1 cause of “mixed” answers).

  4. Save and Publish: If there’s a Publish/Update Live option, use it (saving alone may not push changes).

  5. Refresh/Resync the AI: Open the AI/Knowledge settings and run Refresh / Sync / Re-index (wording varies).

  6. Retest with a clean prompt: Ask the AI a direct question using the updated phrasing. If possible, test in an incognito window or as a new contact.

  7. Update workflows that “hard-code” info: If pricing or wording appears inside emails, SMS, or workflow steps, update those steps too.

  8. Handle contacts mid-workflow (if needed):

    • Option A: Restart them at the correct step.

    • Option B: Move them to a new workflow/version.

    • Option C: Stop and re-enroll if your process allows it.

What to check

  • The updated content is published (not just saved).

  • The AI source shows last updated or has been refreshed.

  • There are no duplicate entries that contradict the update.

  • Any workflows referencing the old info are updated or restarted.

Confirm updates are published, workflows restarted if needed, and AI knowledge bases refreshed.

Example

A pricing update will not affect contacts already mid-workflow unless the workflow logic is restarted or updated.

When to contact Support

Contact Support if something is not functioning as intended within your plan’s defined scope.

For next steps, review the Gemini HQ Support Center and Support Policies, as support availability and response scope vary by Support Plan.

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