How to give the website agent its knowledge

Each reply is written from the workspace brief and from the approved answers on the Answers page. The brief covers what you sell, who buys it, why customers pick you, the facts that must stay accurate, your competitors, and the countries you sell in. Approved answers cover the other questions visitors ask, one question and one reply at a time.

The chat does not open a file, a help center, or the live website while it is talking. Fill from my website, on the brief, is a one-time reading of your site into empty brief fields. After you check those fields and save, the saved text is what the chat uses. A later change on the website reaches the chat when you edit the brief or add an answer.

If the brief and the answers do not state a fact, the chat says it is not sure and offers to have the team follow up. It does not invent a price, a plan, an integration, a timeline, or a feature, and it does not say you lack something unless the knowledge says so. The visitor's question is saved so someone on your team can write the reply.

Putting the chat on the site is a separate step. How to install the website agent covers the snippet, the greeting, and the meeting type. The greeting is the first message visitors see. It is not part of the knowledge the chat answers from.

Open Brief. The workspace name sits above the title. If you belong to more than one company, check that name before you type. A brief saved in the wrong workspace teaches the wrong chat.

Press Fill from my website if the site is already filled in. It reads the site and writes into empty fields only. Fields that already have text stay as they are. The notice tells you how many fields it filled and asks you to check them before you save. Rewrite anything that sounds like a scraped page instead of the way you would say it to a buyer.

What you sell is one or two sentences, the way you would say it to a buyer. Who buys it is job titles, company types and sizes, or, for a store, the shoppers you sell to. Competitors is up to five names, separated by commas. Why customers pick you is the difference you want the chat to explain, including when a visitor names a competitor. The chat stays fair about competitors and uses this field for the difference.

Facts AI should get right is the field for pricing, plans, shipping and returns, integrations, support, founding year, and headquarters. Put the numbers here. The chat will not estimate a price that this field, or an approved answer, does not state. The GEO agent also checks AI answers against these facts, so one field serves the chat and the scans.

Pick up to five target countries. The chat is told where you sell from that list. Choose the main language too. Visitor replies follow the language the visitor writes in. Summaries for your team, and the questions saved for you to answer, use the main language.

Press Save brief. The chat reads the saved version on the next visitor message. A draft left in the form, unsaved, is invisible to the chat.

The chat starts answering when the workspace has a website, What you sell, Who buys it, and at least one target country. Until those are saved, the button can still appear on your site, and the chat only asks the visitor for an email.

Why customers pick you, competitors, and Facts AI should get right are optional for that switch, and they are the fields that keep replies specific. An empty facts field means the chat cannot state a price. Fill them before you send traffic to the button.

The Answers page says the same thing in a notice: pricing, plans, and the facts every agent should get right belong in the brief. Use answers for the other questions visitors ask, such as a trial, a security review, an implementation step, or a product limit.

Open Website agent, then Answers. At the bottom, Add an answer asks for a question and an answer. A useful pair looks like a real visitor question and the sentence your team would send back.

Question: Do you offer a free trial? Answer: Yes. Every plan includes a 14 day trial, and you do not need a card to start. Write the answer as the reply itself. The chat uses your words. It does not announce that it is reading an approved answer.

A question can be up to 300 characters. An answer can be up to 2,000 characters. Line breaks in the answer are kept. Press Add answer. The notice says the chat uses it from the next message, and the pair appears under Approved answers.

Add the questions you already know buyers ask, before anyone has chatted: security, data residency, who the contract is with, how long setup takes, which plan includes a feature. Each one is its own pair. A long policy pasted as a single answer is harder for the chat to use than a few direct replies.

When a visitor asks something the brief and the approved answers do not cover, the chat says it is not sure and that the team can follow up, and it asks for an email if it does not have one yet. That question then waits under Open questions.

Each open question shows how many times it has been asked. The same question asked again, with only case, spacing, or punctuation changed, increases that count instead of adding a second card. A link under the question opens the chat where it was first asked, so you can read what the visitor actually wanted.

Write the reply in the box and press Save and approve. The question leaves the open list and joins Approved answers. The next visitor who asks it can get that reply. Dismiss this question removes it without teaching the chat. Use dismiss for small talk, a question you will not answer, or a duplicate you do not want kept.

You do not paste a new snippet or republish the site for any of this. Approval is the publish step.

Approved answers lists every pair the chat may use, newest first. Press Edit on a card to change the question or the answer, then Save changes. The next message uses the new text.

Delete removes the pair. The notice says the chat no longer uses it. Deleting an open question is the same as dismissing it. There is no archive. If you still want the reply, edit it instead of deleting it.

If you belong to more than one workspace, a form opened for one company will not save after the Workspace menu has moved you to another. The page names both companies and asks you to switch back. Check the name above the title before you approve an answer.

Each brief field is read up to about 4,000 characters. Past that, the rest of the field is left out of the reply. Keep Facts AI should get right as the facts themselves, not a paste of an entire help center.

Approved answers are read newest first, up to about 12,000 characters in total. A long list does not push the brief out, and answers past that budget wait until newer ones are shortened or removed. That is why a new answer is the one most likely to be used, and why an old, unused pair is worth deleting.

The chat still keeps replies short, usually two to four sentences, even when the answer you saved is longer. Write the answer as the sentences you want a visitor to read.

Save the brief with what you sell, who buys it, why they pick you, and the facts, including price. Pick the countries. Then add five to ten answers for the questions already in your sales inbox.

Install the button, or use the preview on Setup, and ask those questions back. Preview messages are not listed in Conversations and do not create leads. Ask one question the knowledge does not cover and confirm it lands under Open questions.

Once the button is on the live site, check Open questions every few days. Approve the ones buyers repeat. The asked count tells you which gap is worth writing first. The brief stays the home for pricing and the facts every agent shares. Answers stay the home for everything else visitors ask.