Build a strong knowledge base
Your agent answers from the knowledge you give it, so the quality of that content sets the ceiling on answer quality.Prepare documents carefully
Prepare documents carefully
Upload files that are clear, structured, and complete: product details, FAQs, policies, and guides. Well-organized source material produces more precise answers.
Add relevant links
Add relevant links
Add links to your website, blog, and policy pages. Make sure they point to accurate, up-to-date content, and remove outdated or broken links so the agent doesn’t serve old information.
Use Q&A for gaps
Use Q&A for gaps
When customers ask things your documents don’t cover well, add them as specific Q&A pairs. This gives the agent an exact, brand-approved answer for those questions.
Retrain after changes
Retrain after changes
After adding or editing knowledge, click Train agent so the changes take effect. On the Scale plan you can enable automatic daily retraining.
Shape behavior with instructions and skills
- Write clear instructions in Settings → AI: the agent’s role, tone, and what it should and shouldn’t do.
- Use Skills for situation-specific behavior (returns, upsell, troubleshooting) instead of overloading one big instruction block.
- Keep the temperature low for support and factual answers so responses stay consistent.
Test before and after you ship
- Use the Overview live preview to try questions exactly as a customer would.
- Use Compare to run the same prompt against different models, temperatures, or instructions side by side, and keep the setup that performs best.
Monitor and improve
- Check Analytics for engagement, resolution, sentiment, and the questions customers ask most.
- Review Conversations regularly. When an answer isn’t ideal, use Revise Answer so the agent uses your improved version for similar questions.
- Turn recurring knowledge gaps (questions the agent couldn’t answer well) into new knowledge or Q&A.