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Train Your Agent

Test your agent’s knowledge and improve its answers. Use this guide to verify your agent can answer common questions accurately.

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What is Training?

Training isn’t programming—it’s testing. You ask your agent questions to see if it has the right knowledge from your Knowledge Base. If answers aren’t good, you improve the Knowledge Base, and the agent automatically improves.

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How to Train

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Step 1: Open Chatlab

1. Click your agent name on the dashboard
2. Click “Chatlab” (top-right corner)
3. Chat box appears at the bottom right
4. Type your message to talk to your agent

Chatlab is your private testing environment. Nothing here affects your live agent.

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Step 2: Ask Test Questions

Ask your agent the questions customers will ask: Example questions to try:

• “What’s your return policy?”
• “How much does the blue widget cost?”
• “Do you offer free shipping?”
• “How long does shipping take?”
• “What’s your refund process?”
• “Are you open on weekends?”
• “Can I upgrade my plan?”

Type these in Chatlab and see how your agent responds.

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Step 3: Review Answers

After each answer, ask yourself: Is the answer accurate?

• ✅ Correct information from your Knowledge Base?
• ❌ Wrong information or made-up details?

Is it complete?

• ✅ Answers the full question?
• ❌ Missing key details?

Is it clear?

• ✅ Easy to understand?
• ❌ Confusing or too technical?

Is it helpful?

• ✅ Addresses customer’s real need?
• ❌ Irrelevant or off-topic?

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What to Test

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Test All Your Key Information

Products & Services

• “What products do you sell?”
• “Tell me about the blue widget”
• “What’s the difference between Plan A and Plan B?”
• “Do you offer this in other colors?”

Pricing

• “How much does X cost?”
• “What’s your cheapest option?”
• “Are there discounts for annual plans?”
• “Do you charge shipping?”

Policies

• “What’s your return policy?”
• “How long is the warranty?”
• “Can I cancel anytime?”
• “Do you offer refunds?”

Support

• “How do I contact support?”
• “What hours are you available?”
• “How long do you take to respond?”
• “Do you offer phone support?”

Shipping & Delivery

• “How long does shipping take?”
• “Do you offer free shipping?”
• “What countries do you ship to?”
• “How much is shipping?”

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Test Different Ways of Asking

Customers ask the same question different ways: Return Policy example:

• “Can I return this?”
• “What’s your return policy?”
• “Do you take refunds?”
• “How long do I have to return something?”
• “Can I send this back?”

Your agent should understand all versions. Test these variations.

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Improve Your Agent

If your agent gives bad answers:

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Check Your Knowledge Base

Issue: Agent doesn’t know about something

• Fix: Add that information to your Knowledge Base
• Upload a document or add a URL with that content
• Test again in 1-2 minutes

Issue: Agent gives wrong information

• Fix: Check your Knowledge Base has correct info
• Update or replace the incorrect document
• Remove old/outdated information
• Test again

Issue: Information is there but agent doesn’t find it

• Fix: Improve how information is organized
• Use clear headings in your documents
• Use simple language
• Re-upload or re-crawl if necessary

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Common Problems & Fixes

Problem: Agent says “I don’t know”

• Agent doesn’t have that information in Knowledge Base
• Fix: Add a document or URL with that information
• Or ask the question differently to test

Problem: Agent’s answer is too short

• Knowledge Base entry might be incomplete
• Fix: Add more details to your document
• Include examples and specifics
• Make sure information is in your KB

Problem: Agent mentions wrong information

• Your Knowledge Base has conflicting information
• Fix: Update to remove contradictions
• Delete old/outdated versions
• Keep one clear, correct version

Problem: Answer is confusing

• Knowledge Base text might be confusing
• Fix: Rewrite the content more clearly
• Use bullet points, numbered lists, short sentences
• Add examples

Problem: Agent’s answer includes navigation text

• Your website’s navigation got included
• Fix: Recrawl without navigation
• Or upload specific pages instead of crawling whole site

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Testing Checklist

Work through these systematically: ✅ Product Information

• Can agent describe each product?
• Does it know correct prices?
• Can it explain features?
• Does it list available options?

✅ Policies

• Does agent know return policy?
• Does it know shipping info?
• Does it know refund process?
• Does it know warranty info?

✅ Pricing & Plans

• Can agent explain each plan?
• Does it know the prices?
• Does it explain differences?
• Does it mention discounts?

✅ Support & Contact

• Does agent know how to contact you?
• Does it know support hours?
• Does it mention phone/email/chat?
• Does it know response times?

✅ Variations

• Different ways of asking same thing?
• Casual vs formal questions?
• Misspellings and typos?

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When to Stop Training

You’re ready to deploy when:

• ✅ Agent answers all common questions correctly
• ✅ Agent’s answers are accurate and complete
• ✅ Agent’s tone matches your brand
• ✅ Agent answers different question variations
• ✅ No more obvious gaps in knowledge

You don’t need perfect answers for everything. But your agent should handle 80%+ of common questions well.

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Ongoing Improvement

Training doesn’t stop after deployment: Keep Improving

• Monitor customer conversations
• Add FAQ for questions agent gets wrong
• Update Knowledge Base regularly
• Test new content before deploying
• Ask customers for feedback

Use Analytics

• See what questions customers ask
• See if agent answers correctly
• Find gaps in Knowledge Base
• Identify training opportunities

Regular Updates

• Monthly Knowledge Base review
• Remove outdated information
• Add new products/policies
• Recrawl website if it changed
• Test after each update

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You’re ready! Your agent is trained and ready to help customers. Deploy it to your channels and watch it work. Keep improving as you learn what customers ask.