How to train your AI on your business
The AI only answers from what you add in Train AI. Open Train AI in the sidebar, add your business facts on the Knowledge tab, and tell it how to talk on the Instructions tab.
The three tabs
The Test your AI panel sits next to the tabs so you can try your changes straight away.
- Knowledge: the facts your AI can use, from plain text, files, images and your website. The number on the tab is how many sources you have.
- Instructions: how the AI should behave, such as its tone, the language to reply in, answer length and what to say when it doesn't know.
- Unanswered: questions customers asked that the AI could not answer. The number on the tab, and the badge on Train AI in the sidebar, shows how many are waiting.
Why knowledge matters
Knowledge is the brain of the AI. If a customer asks something that is not covered, the AI does not guess. It stays quiet (or sends the fallback message from your instructions) and the question shows up on the Unanswered tab for you.
Instructions change how your AI talks. They never let it invent facts, so put prices, hours and policies on the Knowledge tab.
Write your instructions
Instructions can be up to 4,000 characters. A good example: Reply in Hindi unless the customer writes in English. Be warm and use emojis sparingly. If you don't know something, say our team will get back within an hour.
Test your AI uses what you have typed even before you save, so you can try a wording first and save it once you like the answers.
- Open Train AI and click the Instructions tab.
- Type how the AI should behave, in your own words. You can click a starter under Add: to insert a ready line, such as Keep answers short, 2 to 3 lines.
- Click Save.
A quick plan for your first hour
- Paste your website address into Have a website? and click Scrape.
- Add Plain text cards for opening hours, prices, location and your top FAQs.
- Upload a price list or menu under Files.
- Write a few lines on the Instructions tab and click Save.
- Ask Test your AI the questions your customers ask most.
Common questions
Why don't I see the Knowledge and Instructions tabs?
Your team role may only include Flagged Questions, which shows the Unanswered tab. Ask the account owner to give your role the Train AI menu in Team.
Do instructions replace the tone setting?
Yes. Tone, language and what to say when the AI doesn't know are all written as instructions in Train AI.
How soon does the AI use new knowledge?
Right away for text cards and images. Files are usable once their status shows Ready.