Frequently Asked Questions

How can I maximize website visitor engagement with my Agent when it’s deployed on my website?

We recommend you:

Use “Search Style” as your On-Page style [link to On-Page Style].
Create “Conversation Starters” [link] to highlight the kinds of questions your Agent can answer and lead your website visitors to important information and pages.
Use Skills [link] and Skill Promotions [link] to call attention to high-value content, offers, and demos.

Can I have an Agent which is trained on information that is only accessible to logged-in users?

Yes. An Agent’s knowledge base can include content that is protected by account credentials. To acquire this knowledge, our Agent needs credentials to read account-based content and add it to its knowledge base.

Can I give my Agent content for its knowledge base that is NOT on my public website?

Yes. Your Agent can read information from any URLs you specify. This can include gated content behind a landing page and content contained on account-based pages.

Can my Agent’s knowledge include PDF content?

Yes. Your Agent can read HTML and PDF pages and uses information on those pages as its knowledge base.

What information does my Agent use to answer questions?

Your Agent’s knowledge base only contains information from HTML and PDF web pages on your website(s). The links it provides with an answer are the sources of information it uses to compose its answer.

Your Agent is designed to ONLY use information that you control, ensuring that its answers are accurate and trustworthy. It does NOT use information contained in third-party LLMs for its answers.

How do I find out what questions my users are asking?

Information about each of your user’s interactions with your Agent is available via “Insights”, which you can find by logging into your customer account.

To understand what information is available about each conversation:

Each user question is recorded. See Conversation Data Fields in “Understanding Conversation Records”.
To find questions your users have asked, see “User Messages”.

My Agent's answer includes information that is incorrect or out of date. How can I fix this?

Your Agent ONLY uses information from your web pages to answer user questions. To find which web page or pages contain the information it is using for its answer, click on one or more links associated with the answer you are concerned about.

To change your Agent’s behavior, you have three choices:

Create a new Skill [link to Skills page] and use a Trigger [link to Trigger page] to control the Agent’s behavior. For example, you could create a skill that answers the user’s question with your own text and directs the user to a specific web page. You could then add a Skill that intercepts a user’s specific question or topic and links it to that skill.
Use "Knowledge Suppression" [link to Knowledge page] to instruct your Agent to stop using one or more pages that contain the information it uses in its answers. Note: The same content may occur on multiple pages on your site. Re-run the question to check for other pages that may be the source of the problem and suppress each page.
Remove or update the web page that contains the source content used by your Agent.