Train on websites and documents

What the agent actually reads

Every channel - web chat, voice, WhatsApp, email - pulls from the same knowledge base. Train once, reuse everywhere. That sounds convenient until one stale fee sheet poisons every channel at once. Treat knowledge like production data, not a one-time onboarding checkbox.

You have two main feeds: website crawl and file/cloud uploads. Use the site for public facts (services, hours, bios, FAQ). Use uploads for stuff you won’t put on the marketing site (intake scripts, internal fee tables, “never book X without a deposit” rules).

Website crawl

Go to Knowledge → Websites and paste the canonical https URL customers type - not a preview link, not a localhost tunnel, not a WordPress staging clone with “TEST” in the title.

We follow links from that seed up to the 200-page cap. Tag archives, calendar plugins, and PDF mountains burn that budget fast. Prefer a tidy set of service pages and a real FAQ. If your blog has 400 posts about industry news, don’t start the crawl from the blog index.

When the job finishes, open a couple of stored pages in the UI. If the copy is wrong on the live site, don’t blame the model. Fix the page, re-crawl, then re-test the same question in chat.

Files and cloud links

Upload PDFs or DOCX for material that shouldn’t be public. Name files like a human (“intake-script-2026.pdf”), not “final_final_v7.” You’ll thank yourself when something goes stale.

Drive, Dropbox, and OneDrive imports need a link that downloads without a login. “Anyone in the org” links fail silently from our servers because we are not in your org. Use a public share or a downloadable link your IT team already vetted.

Watch extraction status. A scanned PDF with no OCR text trains nothing useful - the agent can’t invent words that aren’t there. If status fails, re-export with selectable text or paste the critical rules into a short DOCX.

When marketing changes Friday afternoon

Retrain after price or service changes. Prompt tweaks will not override a document that still says $99. The model is obedient to the knowledge you gave it; that’s a feature until the knowledge is wrong.

Use Conversations → Text chats as your punch list. When three people ask the same thing and get a shrug, that is a missing page or a missing PDF - not a “smarter model” problem. Update the source, retrain, ask the question again yourself before you close the ticket.

Keep a short “truth list” for the front desk: parking, cancellation window, insurance accepted or not, languages spoken. If those four change, update knowledge the same day you change the website footer.