Guide · Sondel · reviewed 2026-10-23
When your docs change, test the answer again.
An AI answer is only as current as the source behind it. A useful support process finds affected answers, tests them against the changed source, and withholds the result when the evidence is not enough.
What a source-change check should prove
- Change
- Show the exact documentation change and the effective rule. Do not describe a vague “sync” as proof.
- Impact
- Find answers and workflows that relied on the old wording. A changed page can affect more than one answer.
- Re-test
- Ask the affected question again and compare the draft with the new source. Record both the result and the source used.
- Withhold
- If the source conflicts, lacks a needed fact, or does not support the draft, send the case to a person. A confident answer is not evidence.
Illustrative walkthrough
This fictional example shows the test shape. It is not a customer conversation or a claim about a live integration.
Fictional documentation change: “Annual-plan refunds are allowed within 14 days of purchase.”
1. Record the change
Keep the old and new source text, its location, and the date it changed. This creates an auditable question: which answers cited the old source?
2. Find affected work
Search for answers, templates, and approved workflows that depend on the policy. Include paraphrases such as “two weeks” as well as “14 days.”
3. Re-test the answer
Ask a representative question: “Can I receive a refund for an annual plan bought 20 days ago?” A valid answer needs the current policy and enough facts about the purchase.
4. Decide or withhold
If the source and account facts support the result, the agent can state the policy and follow the approved flow. If the purchase date, exception, or source is unclear, it should explain the gap and hand the case to a person.
What to ask during an evaluation
- Can you see the exact source line behind an answer?
- Can you identify which answers relied on a changed source?
- Can you re-test those answers before using them again?
- What happens when the source is incomplete or conflicts with another source?
Sondel’s intended workflow is to show sources, re-test answers after source changes, and leave unsupported cases for a person. Confirm current availability during early access.
Inspect an actual source-change run.
The 2026-10-23 internal lab used the local app, a real database, and paid model requests against synthetic policy documents. It preserves changed test questions, an earlier partial run, and every output. It does not establish cancellation handling, a customer result, or automatic source monitoring.
Read the product lab and its limits, then review the worked scorecard.