Getting the Best Results from Your Chatbot
A well-configured chatbot provides accurate, helpful responses and drives real value for your business. Follow these best practices to optimize your setup.
Provide Comprehensive Data
The quality of your chatbot's answers depends directly on the data you provide. The more relevant content you add, the better the responses will be.
- Add all pages from your website, not just the homepage.
- Upload product documentation, FAQs, support articles, and policy documents.
- Include file uploads (PDF, DOCX, TXT, XLSX) for content that isn't on your website.
Note: If the chatbot can't find an answer in your data, it will let the user know rather than making something up.
Keep Your Data Up to Date
Outdated content leads to incorrect answers. Make sure your chatbot always has access to the latest information.
- Standard plan and above: Enable automatic re-indexing to keep your data sources in sync without manual intervention.
- Free and Basic plans: Manually re-index your data sources whenever you update your website or documents.
Write Clear Custom Roles
A well-written custom role (system prompt) shapes your chatbot's personality and behavior. Be specific:
- Define the chatbot's purpose: "You are a support agent for Company. Help customers with questions about products, orders, and returns."
- Set boundaries: "Only answer questions related to our products and services. Politely redirect off-topic questions."
- Specify tone: "Be friendly, professional, and concise."
Avoid vague instructions like "Be helpful" — the more precise you are, the more consistent the responses.
Use Knowledge Gap Detection
The Questions dashboard shows you what users are asking your chatbot. Pay special attention to unanswered or poorly answered questions:
- Identify topics where your chatbot lacks data.
- Add new content to fill those knowledge gaps.
- Review and refine answers over time to improve accuracy.
This feedback loop is one of the most effective ways to continuously improve your chatbot.
Monitor User Feedback
WebChatAgent provides thumbs up/down feedback on chatbot responses. Use this data to:
- Spot answers that need improvement.
- Identify high-performing responses you can learn from.
- Track overall satisfaction trends over time.
Set Up Lead and Feedback Tools
Don't just answer questions — capture value from every conversation:
- Lead Capture Tool — Collect contact information from interested visitors directly within the chat.
- Feedback Tool — Gather structured feedback from users about your products or services.
These tools turn conversations into actionable business data.
Configure Live Chat for Complex Inquiries
Some questions need a human touch. With Live Chat (available on Standard plan and above):
- Let the AI handle routine questions automatically.
- Set up notifications so your team knows when a human takeover is needed.
- Ensure a smooth handoff between the AI and your team members.
Tip: Review Live Chat transcripts regularly to identify common escalation topics. Adding content for these topics can reduce the need for human intervention over time.
Test with Real Customer Questions
Before going live — and regularly after launch — test your chatbot with actual questions your customers ask:
- Check your support ticket history or FAQ page for common questions.
- Verify the chatbot provides accurate, complete answers.
- Adjust your data sources or custom role if answers are missing or off-target.
Regular testing ensures your chatbot stays effective as your business and content evolve.