Teach the chatbot how your business actually works
Training is where the chatbot stops giving general answers and starts giving yours. Point it at your website, your documents and your articles, and it will answer from them.
You need this the moment you want the chatbot to know your prices, your policies, your opening times or your products. It is for anyone setting up the bot for the first time, and for anyone whose bot keeps answering the wrong thing.
Step by step
Open the training area
Go to Chatbot > Training. This is where all your sources live: website, files, Q&A, articles, flows and conversations. You can mix as many of them as you like.
Train from your website
Enter your URLs and train. Child URLs are crawled from what you enter, but an XML sitemap is more efficient and avoids link loops on large sites. To train on specific pages only, edit the sitemap down to those URLs.
Add your documents
Upload files under Chatbot > Training. Only PDF and TXT files are accepted. The file is removed as soon as training finishes, so keep your own copy.
Set the language of your sources
If your sources are not in English, set Settings > Artificial Intelligence > OpenAI > Training Sources Language. Skipping this is a common reason answers come out wrong.
Decide which source wins
Use Training sources priority at Settings > Artificial Intelligence > OpenAI to give one source more influence than the others. A close Q&A or flow question match can still win regardless.
Test it and keep improving
Ask the bot real questions in the playground, in the Chatbot area (smile icon, left menu). When a real conversation shows a gap, hover the message, open the message menu and choose Train chatbot to turn it into a new or improved Q&A.
Settings reference
| Setting | What it does |
|---|---|
| Training sources priority | Gives one training source more influence over the answer than the others. |
| Training Sources Language | Tells the AI what language your training material is written in. |
| Multilingual training sources | Restricts answers to sources written in the language the user is writing in. |
| Use conversations for training | Turns your past conversations into training data, shown under Chatbot > Training > Conversations. |
| Training via cron job | Retrains the chatbot from your website automatically on a schedule. |
| Generate user questions | Suggests questions in real time when you open the training panel. |
| Train chatbot | In a conversation's message menu, turns that real exchange into a new or improved Q&A. |
| Delete all training data | At Chatbot > Training > Information, removes every source the chatbot has learned from. |
Good to know
Retraining a website adds, it does not replace
Train the same site twice and only the new URLs are added. Delete the previous website training data first if you want a clean result.
Articles need a nudge after every edit
Articles are always included in training automatically, but editing one does not update the training. Train again after you change an article.
Very large sitemaps need splitting
Sitemaps over 1000 URLs should be split into separate files and trained one file at a time.
Conversation training can teach bad habits
Only user and agent messages are used and chatbot messages are ignored, so weak agent replies become weak training data. Review it regularly. For most chatbots the training panel is the better route, and conversation training is not compatible with OpenAI Chats.
Language is detected differently per source
Files and Q&A support one language each. Website language is read from the html lang attribute on the page. All article languages are used automatically, and with automatic translation on, only agent-language messages are used.
The cron job covers websites only
Scheduled retraining works on websites, not on files, Q&A or articles, and each run deletes the previous website training data. On our cloud it is enabled with a single option.
Common questions
Which file types can I upload for training?
The chatbot ignores what I trained it on. What now?
Does adding new sources wipe the old ones?
How do I train from real customer conversations?
Can I train on only a few pages of my site?
Is there a limit on how much I can train?
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