Training Your Bot

Optimize your knowledge base for accurate, helpful responses.

Content Quality

Write for Search

Structure content so it can be retrieved effectively:

Good:

## How do I reset my password?
 
To reset your password:
1. Go to the login page
2. Click "Forgot password"
3. Enter your email
4. Check your inbox for the reset link

Less effective:

Password issues can be addressed through our self-service portal
where various account management functions are available including
credential recovery mechanisms.

Answer the Question

Include explicit answers, not just references:

Good:

## Pricing
 
Our Basic plan costs $29/month. Pro is $79/month. Enterprise pricing
is custom based on your needs.

Less effective:

## Pricing
 
Contact our sales team for pricing information.

Be Specific

Include concrete details:

Good:

## Supported file types
 
We support:
- Images: JPG, PNG, GIF, WebP (max 10MB)
- Documents: PDF, DOCX (max 50MB)
- Spreadsheets: XLSX, CSV (max 25MB)

Content Organization

Use Clear Headings

Headings help the retrieval system understand content structure:

# Returns & Refunds
 
## Return Policy
...
 
## How to Initiate a Return
...
 
## Refund Processing Time
...
 
## Exceptions
...

One Topic Per Section

Keep sections focused on a single topic:

Good: Separate pages for “Returns” and “Exchanges”

Less effective: One long page covering returns, exchanges, warranties, and shipping

Include Context

Don’t assume prior knowledge:

Good:

## API Rate Limits
 
Our API allows 100 requests per minute per API key.
Exceeding this limit returns a 429 status code.

Less effective:

## Rate Limits
 
100/min, 429 if exceeded.

Testing & Iteration

Test Common Questions

After adding content, test with real questions:

1. Open Bot Studio to test your bot
2. Ask questions your users would ask
3. Check if responses are accurate and helpful
4. Note any gaps or incorrect answers

Review Retrieved Context

When testing, you can see which content chunks were retrieved:

• Verify relevant chunks are being found
• Identify content that’s not being retrieved
• Spot duplicate or conflicting information

Iterate

Based on testing:

1. Add missing content for unanswered questions
2. Improve existing content if answers are incomplete
3. Remove duplicates that confuse retrieval
4. Update outdated content that leads to wrong answers

Common Issues

”I don’t know” responses

Causes:

• Content not in knowledge base
• Question phrased differently than content
• Content too vague or indirect

Solutions:

• Add content that directly addresses the question
• Include variations of how questions might be asked
• Make answers more explicit

Wrong answers

Causes:

• Outdated content
• Conflicting information
• Irrelevant content being retrieved

Solutions:

• Update or remove outdated sources
• Consolidate duplicate content
• Remove irrelevant sources

Incomplete answers

Causes:

• Content split across multiple sections
• Important details missing
• Context not included

Solutions:

• Consolidate related content
• Add missing details
• Include necessary context

Maintenance

Regular Updates

• Re-crawl websites monthly (or after major updates)
• Review document sources quarterly
• Remove outdated content promptly

Monitor Performance

• Track questions that get poor responses
• Review conversation logs for knowledge gaps
• Collect user feedback on answer quality

Version Control

• Keep backups of important content
• Document major knowledge base changes
• Test after significant updates