What are text snippets?
Text snippets are plain text content you add directly to your chatbot’s knowledge base. They’re perfect for information that doesn’t exist on your website or in documents, such as:- Frequently asked questions and answers
- Product specifications and pricing details
- Company policies and procedures
- Contact information and business hours
- Special offers or announcements
Text snippets are for reference content only. Do not include instructions or system prompts here. Use Chatbot Instructions for behavioral guidance.
Adding text snippets
- Navigate to your chatbot dashboard
- Select Text Snippets from the Content section in the sidebar
- Enter your content in the text area (up to 10,000 characters)
- Click Save Changes
Formatting your text
Structure your text snippets in a question-and-answer format for best results:Use clear, concise language and separate different topics with blank lines for better readability and indexing.
How text snippets work
When you save text snippets:- The content is uploaded to your chatbot’s knowledge base
- The text is indexed and made searchable
- Any previously saved text snippet is automatically replaced
- The chatbot can now reference this information when answering questions
Text snippets replace any existing text content. If you need to add more information, include it in the same text area rather than saving multiple times.
Character limit
Text snippets support up to 10,000 characters per chatbot. This is approximately:- 1,500-2,000 words
- 15-20 FAQ entries
- 5-10 detailed product descriptions
Best practices
Use question-answer format
Use question-answer format
Structure content as questions followed by answers. This helps the chatbot understand context and provide accurate responses.
Keep information current
Keep information current
Regularly update text snippets to reflect current pricing, policies, and contact information.
Be specific and detailed
Be specific and detailed
Provide complete answers rather than vague statements. Include relevant details like prices, dates, and contact methods.
Avoid duplicate content
Avoid duplicate content
Don’t repeat information that already exists in your website links or uploaded files. Text snippets should complement, not duplicate, other content sources.
Test after updates
Test after updates
After saving text snippets, test your chatbot with relevant questions to ensure it’s using the new information correctly.
Common use cases
Product information
Business hours and contact
Pricing and plans
Updating text snippets
To update your text snippets:- Navigate to Text Snippets in your chatbot dashboard
- Edit the content in the text area
- Click Save Changes
Troubleshooting
Chatbot not using my text snippets
Chatbot not using my text snippets
- Ensure you clicked “Save Changes” after entering the text
- Wait a few minutes for the content to be fully indexed
- Test with specific questions that directly relate to your text content
- Check that your text is under the 10,000 character limit
Text snippets disappeared
Text snippets disappeared
Text snippets are replaced each time you save. If you need to preserve content, copy it before making changes or maintain a backup document.
Character limit exceeded
Character limit exceeded
If your content exceeds 10,000 characters, consider:
- Condensing information to essential details
- Uploading content as a file instead
- Adding information to your website and using website links
Related features
- Custom responses - Create specific question-answer pairs with exact matching
- Adding content to your chatbot - Overview of all content sources
- Chatbot instructions - Configure how your chatbot behaves and responds