Improving your bot's answers

When your bot doesn't know something

If a customer asks something and the bot says "I don't have that information" — or worse, gives a wrong answer — there are several things you can do.

1. Add more URLs

Often the answer simply isn't in the trained pages. Go to Train and add specific URLs that contain the missing information. Each new training run merges with what's already indexed.

2. Use the "About your company" field

Open Bot settings and fill in About your company. Anything you put there becomes factual context the bot can quote freely. Useful for things like:

• "We're part of XYZ Group, founded 2018, based in London."
• "Our refund window is 30 days, no questions asked."
• "We deliver across the EU within 5 working days."

3. Tweak the fallback message

In Bot settings, customise the fallback to encourage escalation rather than apologise: "I'll have a real human email you within an hour" works better than "I don't know".

4. Use rules.py for must-be-exact answers

For things like opening hours, return policy, or pricing — where wrong answers are unacceptable — use the rules.py file to hard-code exact responses.

5. Watch chats live and learn

The Live tracking dashboard shows you every conversation. When you spot a bad answer, you know exactly what content to add or what rule to write.

How long does it take?

Settings changes take effect on the very next message — no restart, no rebuild. Adding new training URLs takes 1-3 minutes per URL.