The agent said something wrong or asked for a CV or video
Where the agent gets its information, where to correct it, how to step into the chat and how to report it. Why it sometimes asks for a CV or a video.
Updated on Oct 12, 2026
The agent answers with the information it finds in Klaaryo: campaign, locations, job role, calendars and FAQs. If an answer is wrong, almost always a piece of information is missing or wrong in one of these places.
Where to correct information
| The information is about | Where you correct it |
|---|---|
| All campaigns (e.g. how the interview works, company benefits) | Agent → Agent FAQ → Manage FAQs |
| A single campaign | Campaign → Settings tab → Campaign-specific FAQs |
| The position (hours, contract, duties) | Job roles → the job role → Role FAQ. Also check that the campaign is linked to the right job role |
| A location | Campaign → Stores you are hiring for |
With View general knowledge, on the Agent page, you see what the agent already knows without you writing it.
Steps: fix a wrong answer
- Open the candidate's chat in Inbox and find the message.
- If needed, turn off the This conversation is managed by your AI agent. toggle and write the correction to the candidate yourself.
- Correct the information in the right place (table above).
- Click Leave feedback on the message and choose the reason, for example Hallucinations or incorrect information.
- Turn the toggle back on if you want the agent to take over again.
Why the agent asks for the CV
It asks for it when the job role's or form's questions include a Request document question, for example Curriculum Vitae. No question in the conversation is mandatory: if the candidate doesn't have a CV, they can still move on. If you don't need the CV, remove the question from the job role.
The introduction video (beta)
On request, the Klaaryo team can turn on a beta feature: the agent asks the candidate for a short video introducing themselves. You see the video in Inbox; the interview manager finds it in the evaluation PDF attached to the booking. The video stays on the Klaaryo platform. If the agent asks for a video you don't want, ask the team to turn it off.
Good to know
- Corrections apply to new conversations. In chats already in progress, correct things yourself manually.
- A message that's already been sent can't be deleted.
- When you report a problem to support, send the link to the chat (Copy link to chat), not a screenshot.
Common issues
The agent can't answer about hours or pay. Add the answer to the job role or campaign FAQs.
The agent gives information about another position. The campaign is linked to the wrong job role. Link the right one.
The agent keeps asking for the CV. Check whether the job role has a Request document question and remove it if you don't need it. If there isn't one, report it from the support chat with the link to the chat.
Related articles
- What happens if the candidate doesn't reply (follow-up and 24-hour window)The automatic follow-up after 6 hours, the expired WhatsApp chat and how to contact a candidate again with a template.
- How the agent talks to candidatesThe path of the WhatsApp conversation: opening, questions, evaluation, outcome, language, skipped questions and handover to a person.
- What the Agent is and what you can configureThe Agent section sets the WhatsApp profile, language, empathy, templates, FAQs and rules of the AI assistant that talks to candidates.
- How to set up the Agent's FAQsEnter the answers the agent gives to candidates' most common questions, valid in all campaigns; what general knowledge is.
- How to customize interview outcome and closing messagesEdit the messages the agent sends after the interview (fit, not a fit, to hire) and when you manually mark a candidate as not a fit.
- How to edit the agent's WhatsApp templatesEdit the messages the agent sends with a template: first contact, follow-up, interview outcomes and manual rejection. Meta approves each template within 48 hours.
- Why did the agent discard a candidate?How to understand why a candidate turned out not to be a fit (Evaluation tab, filters, criteria, answers) and how to step in.
- Why doesn't the evaluation match the chat?The evaluation is based on the conversation and a few details from the CV, like the date of birth. What to check when the outcome seems different from what you read in the chat, and how to correct it.