Best practices for accurate answers

The agent is only as good as what it can read. These habits come from watching workspaces that get consistently good answers.

Give it the pages customers actually ask about

Import the whole site, then check the pages that matter most exist as knowledge: pricing, shipping and returns, account and billing help, product specs, opening hours, contact details. If a fact lives only in an image or a PDF brochure, upload the PDF too; scanned pages are read by a vision model.

Write like you would answer

The agent quotes and paraphrases your content. Content written as clear statements ("Orders ship within 2 business days. Express delivery costs $9.") produces better answers than marketing copy ("Lightning-fast shipping!"). A short FAQ page written in plain sentences is often the highest-value source you can add.

Keep one version of the truth

If two pages disagree (an old pricing page and a new one), the agent may pick either. Remove or update stale pages, and prefer replacing a document over uploading a second copy: re-uploading a file with the same name replaces it.

Fix a wrong answer with a Q&A pair

When the agent gets one question wrong, or cannot answer it, you do not need to rewrite a page. Open Knowledge Base → Add New → Text & Q&A, choose Q&A, type the question the way the visitor asked it and the answer you want, and save. The agent uses it within moments, and you can edit it later from the ⋯ menu on its row. Q&A pairs do not count as knowledge sources. Keep one pair per fact, and if two pairs cover the same question, delete one. See Text snippets and Q&A pairs.

Use the greeting and suggested questions

The greeting sets expectations ("I can check orders, explain plans and book a call"). The three suggested questions steer visitors toward things the agent handles well and become the first message with one tap. Update them when your content changes.

Set the voice with agent instructions

The Agent instructions card on Widget Customization is where the persona lives: "You are Sam from Acme. Keep answers short and always suggest the next step." Put hard refusals in Never do this ("Never quote prices that are not in the knowledge base", "Do not give legal advice"). Describe how to sound, not what is true; facts still come from your content, and the base rules that keep the agent honest cannot be switched off. See Agent instructions and guardrails.

Let it say "I don't know"

The agent is designed to admit when the answer is not in your content and to offer a person. Do not try to fix that by stuffing the knowledge base with guesses. Instead, watch the Analytics topics and the escalated conversations for questions you should write a page about.

Connect the tools behind the top questions

"Where is my order?" and "When does my plan renew?" cannot be answered from static pages. Connect Shopify, WooCommerce or Stripe and the agent looks up the live answer.

Publish Help Center articles for the how-to questions

Articles show on the widget's Help tab and are mirrored into the knowledge base automatically, so a visitor can read the full guide or ask the agent about it. See Help Center articles.

Test every change in the drawer

Click Test the agent on Widget Customization or Knowledge Base after saving instructions, a snippet or a new source, and ask the real questions in the drawer. Test chats are free, stay out of Analytics and are hidden from the inbox unless you switch on Include test chats. See Customize the widget.

Tell visitors when your team is around

With Business hours on, the widget shows "team online" or "team offline, back Mon 9:00 AM", and the agent stops promising a quick human reply outside your hours; it uses your away message instead. Visitors who know when to expect a person are far more patient with an escalation. See Customize the widget.

Review conversations weekly

Ten minutes in Conversations each week shows you exactly where the agent struggled. Fix the content, not the symptom. Use the Mine and Unassigned filters to split the work, and leave an internal note on a conversation a colleague should look at.

Lock the widget to your domains

Add your domains under Allowed domains so nobody can run your agent, and spend your AI replies, from another site.