Train your chatbot's AI: knowledge, instructions and guardrails

Add knowledge in AI Knowledge Studio

1. Open your bot and click AI Knowledge Studio.
2. Add your website pages, plus files like your menu, price sheet, service list or FAQ. You can also paste text directly.
3. Wait until each source shows trained.
4. Ask your bot five questions your customers really ask.

Each plan has a knowledge storage limit. Knowledge Studio shows how much you've used.

Write clear AI instructions

Your bot's AI instructions (business context) tell the AI who it is and how to behave. You'll find them in the bot's AI settings. Templates come with instructions that have [brackets] to fill in. Replace every bracket.

Good instructions cover:

• Who the bot is and which business it works for
• Your services, area, hours and contact details
• Tone: friendly, professional, short answers
• What to do next: "offer to book", "tell them to type book"

Guardrails to always keep

• Never invent prices, discounts, availability or policies.
• Never give medical, legal, tax or financial advice.
• When unsure, offer to connect the visitor with a person.
• Stay on topic. Politely decline unrelated requests.

AI-only bots vs flows with AI

A bot can be fully AI (it answers anything from your knowledge), a guided flow with buttons, or a flow with AI Assistant blocks for open questions. Flows with AI usually capture more leads, because the buttons keep visitors moving toward booking. See handing off to AI.

Fix wrong answers

• It made something up: add the correct answer as text in Knowledge Studio and add a "never guess" rule to the instructions.
• It gave an old answer: delete the outdated source and add the current one.
• It went off topic: tighten the instructions with what it should and shouldn't discuss.
• It says it doesn't know: that topic isn't in its knowledge yet. Add it.

Review real conversations in AI Chat Log each week and fix any answer you wouldn't say yourself.

Fallback message

Set a fallback message in your bot's appearance settings for when the AI can't answer. Point people to a person: I'm not sure about that one. Type "team" and I'll pass it on.