Bot Gives Different Answers to the Same Question: How to Remove Contradictions – “Active Conflicts” in Binom
If the bot gives different answers to the same question, the knowledge base contains a conflict, for example, a card and a document say different things. Binom itself notices such discrepancies in conversations with customers and shows them to you as conflicts so that you can choose the correct data. Conflicts are resolved on the Dashboard in the "Active conflicts" block and in the chat with Tutor.
Where conflicts come from
A conflict arises when cards and documents contain different information about the same thing: an old and a new price, a former and a current address, different names of the director. Binom spots such a contradiction while communicating with a customer and offers you, as the employer, to resolve it: correct the data, keep one card and delete the other, or update the document.
Where to find conflicting data in the knowledge base
Open the Dashboard, the first page of your account. The "Active conflicts" block shows "Unresolved: …" and a table with the columns "Topic", "Explanation" and "Status". The status "Needs attention" means the conflict is waiting for your decision; "In progress" means "The knowledge base is being rechecked. This may take some time."
How to resolve a conflict on the Dashboard
- Click "Resolve" in the conflict row. The "Resolve information conflict" window opens with all sources and quotes from them. The "View original" link opens the source file.
- Select the correct source with the "Mark as reliable" button; it will change to "Selected as reliable".
- Read the warning: "After you click "Done", the cards with incorrect information from the list below will be deleted…" and check the list.
- Click "Done". The conflicting cards will be deleted, and the knowledge base will update within a few minutes.
- If the incorrect data is in a document, update it manually: "Conflicting documents are not deleted automatically." Click "Download document", correct the file, delete the old version in Documents, and upload the corrected one.
Instead of choosing a source, you can correct a card selectively: "Edit card" opens it right in the conflict window, and "Delete card" deletes it after confirmation. If you need to postpone the decision, click "Resolve later": the window closes without changes.
How to resolve a conflict in the chat with Tutor
Tutor can also show a conflict in its message with the block "Select the correct sources". Mark one or more correct sources and click "Done": "The cards of the others will be deleted, conflicts without marks will remain as they are." Tutor will reply with a summary: which sources are correct, which cards were deleted, and which documents need to be updated.
How to prevent new conflicts
When a fact changes, create or update a knowledge card with the current answer: a card is a priority piece of knowledge, and Binom will rely on it even if older documents say otherwise. It is best to delete outdated documents.
Possible problems
"These cards cannot be deleted automatically…"
What this means: the cards belong to another Binom, are still being processed, or have been shared with other Binoms.
What to do: resolve the conflict manually by editing your card or turning off sharing (how card transfer works).
How to tell it's resolved: the conflict disappears from "Active conflicts" after you run the check again.
"The card belongs to another organization and is read-only."
This card can only be edited in the Binom that owns it. Switch to that Binom or ask its administrator to fix the card.
"Could not delete the conflicting cards. Nothing changed. Please try again."
Click "Done" again. If it still fails, contact support (below).
"The conflict is inside a single file…"
Fix the conflict in your copy of the file, delete the old version in Documents, and upload the corrected one.
The conflict doesn't disappear right after "Done"
This is normal: the knowledge base takes a few minutes to update, so the list may not change until then.
There are no buttons, or you see "You don't have permission to manage this section."
What this means: only users with the Owner, Admin, or Editor access level in the selected Binom can add, change, and delete knowledge. Operators and Viewers see the section without editing buttons.
What to do: ask the account owner to give you the Editor level or higher. More details: access levels in a team.
How to tell it's resolved: after you refresh the page, the add buttons are active.
If the problem persists, write to support@binomai.com or send "I want to talk to a person" in the Tutor chat. Include the name of the Binom, the name of the file or card, and attach a screenshot of the message.
Other common questions
Why does the AI contradict itself?
Its knowledge contains two different answers to the same question. Find them under "Active conflicts" on the Dashboard and keep the correct one.
What does Binom prioritize when the data doesn't match?
Cards take priority over documents. Details: the order in which the AI employee searches for information.
