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.

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.

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.

Review conversations weekly

Ten minutes in Conversations each week shows you exactly where the agent struggled. Fix the content, not the symptom.

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.