Please be aware that additional charges apply when using Conversation AI. You can find more details in our Additional Charges guide.
Your Conversation AI Agent can help answer customer questions and provide support, but to make sure it's giving helpful and accurate responses, you'll need to train it with information about your business.
You can add information about your products, services, policies and frequently asked questions so your AI Agent has the knowledge it needs to respond to your customers.
Let's walk through how to get everything set up!
Step 1: Open Your Conversation AI Agent
Log in to your FEA Create dashboard.
Head to AI Agents > Conversation AI.
Click Agent List.
Select the AI Agent you'd like to train.
Step 2: Open Agent Training
Once you've opened your AI Agent, click the Bot Training tab.
Here, you can connect a Knowledge Base containing the information you'd like your AI Agent to use when responding to customers.
You can select an existing Knowledge Base or create a new one.
Top tip: You can use different Knowledge Bases for different AI Agents, so each one has access to the information relevant to its role.
Step 3: Add Information to Your Knowledge Base
There are several ways to give your AI Agent information about your business.
Head to AI Agents > Knowledge Base and open the Knowledge Base you'd like to use.
Click Add Source to choose the type of information you'd like to add.
Website Content (Web Crawler)
If you already have a website with information about your business, you can use the Web Crawler to bring that content into your Knowledge Base.
Select Web Crawler.
Choose how much of your website you'd like to crawl:
Exact URL: Add one specific webpage.
All URLs with this Path: Find pages that share the same URL path.
All URLs in this Domain: Find pages across your website.
Enter the website URL.
Click Get Data.
Review the pages that have been found.
Select the pages you'd like your AI Agent to use.
Click Train Bot and wait for the pages to finish processing.
Top tip: You don't need to add every page on your website. Choose the pages that contain information your customers are likely to ask about, such as your services, pricing, FAQs and policies.
FAQs
You can add frequently asked questions and their answers to help your AI Agent respond to common customer enquiries.
Select FAQ.
Add the question a customer might ask.
Enter the answer you'd like your AI Agent to give.
Save your question and answer.
You can also include different ways a customer might phrase the same question.
For example, someone might ask:
What are your opening hours?
When are you open?
What time do you close?
Adding question variations helps your AI Agent recognise what the customer is asking.
Rich Text
Rich Text allows you to add information directly into your Knowledge Base.
This is useful for information that isn't already available on your website or in a document.
For example, you could add:
Details about your business.
Information about your products and services.
Customer support instructions.
Policies and procedures.
Simply add your content and save it to your Knowledge Base.
File Upload
You can also upload documents containing information you'd like your AI Agent to know.
This is particularly useful if you already have your business information saved in documents.
Select File Upload, choose your document and follow the instructions to add it to your Knowledge Base.
Tables
Tables are useful when you have structured information you'd like your AI Agent to reference.
For example, you could add:
Product information.
Service lists.
Pricing information.
Different packages or options.
This helps keep information organised and makes it easier for your AI Agent to find the details it needs.
Google Drive
You can also bring supported documents from Google Drive into your Knowledge Base.
This is useful if you already keep your business information in Google Docs or other supported files.
Follow the instructions to connect and import the documents you'd like your AI Agent to use.
Step 4: Connect Your Knowledge Base to Your AI Agent
Once you've added your information, you'll need to make sure your Conversation AI Agent is connected to the correct Knowledge Base.
Head back to AI Agents > Conversation AI.
Open Agent List.
Select the AI Agent you'd like to update.
Click the Bot Training tab.
Find the Knowledge Base section.
Select the Knowledge Base you'd like your AI Agent to use.
Save your changes.
Your AI Agent can now use the information in that Knowledge Base when responding to customer questions.
Step 5: Test Your AI Agent
Before letting your AI Agent chat with customers, it's a good idea to test how well it understands your information.
Test Your Knowledge Base
Head to AI Agents > Knowledge Base.
Open the Knowledge Base you're using.
Open the Knowledge Base Retrieval Tester.
Enter a question a customer might ask.
Review the answer and the information retrieved from your sources.
This helps you check whether your Knowledge Base contains the right information.
If something is missing or unclear, you can go back and update your content before testing again.
Test Your Conversation AI Agent
You can also test the full AI Agent experience from the Conversation AI settings.
Try asking questions your customers are likely to ask and check that the responses are accurate and helpful.
It's worth testing different ways of asking the same question, too, to see how your AI Agent responds.
Keeping Your Knowledge Base Up to Date
Your AI Agent can only provide accurate information if the content it's working with is up to date.
Whenever you make changes to your business, remember to review your Knowledge Base.
You can:
Refresh website pages when information changes.
Remove outdated or irrelevant content.
Update your FAQs and answers.
Replace documents with newer versions.
Re-sync imported Google Drive files.
Remove duplicate or conflicting information.
You can also set up automatic refreshing for website sources where this option is available.
What Happens If Your AI Agent Can't Answer a Question?
If your AI Agent doesn't have the information it needs, it may ask the customer for clarification or hand the conversation over to a team member, depending on how you've configured it.
It's a good idea to review questions your AI Agent struggles to answer. You can then add the missing information to your Knowledge Base to help improve future responses.
And that's it! Your Conversation AI Agent is ready to use the information you've provided to help answer your customers' questions. ✨