Movo told a family something wrong: how to fix it

Movo answers families using what you've given it: your knowledge and your location details. If one of those is wrong or out of date, Movo can pass it on. First fix it where Movo learned it, so no one else hears it. Then find the families who already did, and send them the right answer.

1. Fix it where Movo learned it

Most wrong answers come from one of two places. Fees, dates, rules and other facts usually come from your knowledge. When and where a location meets usually comes from that location's details.

If it's in your knowledge

Go to Knowledge and search for the wrong detail. Click the entry that has it.

Click Edit.

Change the text and click Save. Movo uses the new version from its next reply.

You can edit knowledge added at your level. To change knowledge added above you, ask someone at that level. For more, see Adding knowledge Movo will use.

If it's in a location's details

Go to Settings, then Locations, and pick the location. Under Programs that run here, click Customize next to the program.

Change the detail that's wrong, like Schedule. It saves as soon as you click away, and you'll see Saved. The change only applies to this location.

Admins can change any location. People who look after a group of locations can change the ones in their area. If you only look after one location, ask an admin to make the change. If the detail is wrong at every location, an admin can change it once for all of them on the Programs page.

Not sure where it came from?

Click Get help in Movo and tell us which message was wrong. We can see where Movo got it and help you fix it.

2. Find the families who heard it

Fixing the source only changes Movo's answers from now on. Movo doesn't go back and correct families it has already told, so you'll need to tell them.

In Conversations, type the wrong detail into the search box, like the wrong time. The search looks at what was said in messages as well as family names, so you'll see every family who was told it.

3. Send each family the right answer

Open each family from the search. Type the right answer in the box at the bottom and click send.

Your message shows in black with your name on it, so it's easy to tell apart from Movo's. Movo reads your message too. It won't repeat the mistake to this family, and it carries on from your correction.

If you want Movo to stay quiet with a family while you sort it out, click Pause next to the family's name. Click Resume when you're ready. See Pausing Movo for a family.