Unexpected Responses from Record Chat

Hi Prateek, are you able to post the configuration of the component and what instructions you have set?

Hi Sam, Here it is

For additional context, the error occurred even before providing the additionalInstructions parameter, as well as with different values for this parameter, across various record types, and even on a different Appian Cloud environment.

Hi Sam, Here it is

For additional context, the error occurred even before providing the additionalInstructions parameter, as well as with different values for this parameter, across various record types, and even on a different Appian Cloud environment.

The problem is in your additionalInstructions - the Q: and A: example format you included is being copied literally by the AI.

Update additionalInstruction like

"Generate responses that are user-friendly, avoiding any reference to technical field names, database IDs, or backend terminology. Resolve all raw database fields or IDs into descriptive, human-readable values (e.g., 'Status ID: 26' should be resolved to 'The status is Ongoing').

Use natural language to respond conversationally and combine related fields into cohesive responses.

For any missing or uncertain data, use context-sensitive responses such as 'This information is not available for the given record' or 'I couldn't find the required details for this query.' Avoid exposing backend mechanics, null values, or raw system-generated data.

When listing items (e.g., stakeholders, countries), present them in a readable format such as: 'The stakeholders are User, Regulators, and Squad Team.'

Always prioritize resolving all relationships and dependencies in the backend so users only see meaningful data, not IDs or lookups. Ensure responses directly answer user intent, are concise, and avoid overwhelming technical jargon.

Example: When asked about who created something, respond with 'This was created by [resolved name]' instead of showing creator IDs."

It’s still the same. As I mentioned, this problem occurs whether the additionalInstructions parameter is null or set to different values. It’s not related to a particular type of question - it happens with various questions and after different numbers of messages, sometimes after just one or two, sometimes after a few more.

I also noticed that Record Chat responds quickly to some questions, but for those that return an unexpected response, there is a noticeable delay before the unintended response appears.

Interesting, Looks like internal context management issue.
As a workaround, 
Have you tried adding instruction like :  Never use H:, A:, Q: or any dialogue prefixes in responses.

Other possibility,
Your initial prompt with H:/Q:/A: format likely trained/cached in the model's memory. Even after removing it, the pattern persists because Record Chat is remembering your original instructions.
Need a complete reset - either create a new Record Chat instance or ask Appian Support to clear the cached context for your current one.

Keep us posted here.

Shubham, as I mentioned, this issue occurs even before I provide any additional instructions. After encountering the problem, I tried using different additionalInstructions, but the issue persisted. I have also tested with a different Record Chat instance, various record types, and even in a different environment—all without using the additionalInstructions parameter. I tried your updated additionalInstruction as well, but it hasn’t helped. I’ll reach out to Appian Support for further assistance.

Thank you for your efforts and assistance!

Keep us posted here what support team suggest.