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Use text snippets to add reference content like FAQs, product details, or company information directly to your chatbot without uploading files or adding website links.

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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.

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Adding text snippets

  1. Navigate to your chatbot dashboard
  2. Select Text Snippets from the Content section in the sidebar
  3. Enter your content in the text area (up to 10,000 characters)
  4. Click Save Changes
The chatbot will process and index your text content, making it available for answering user questions.

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Formatting your text

Structure your text snippets in a question-and-answer format for best results: 
What is the pricing of the product?
The pricing of our product is $99.

How to contact you?
You can contact us by sending an email to support@company.com.

Do you offer any discounts?
We currently do not have any kind of discounts. But we have a generous free plan which you can make use of.

Our product has 4 pricing plans – $19/month, $49/month, $99/month and $199/month.
Use clear, concise language and separate different topics with blank lines for better readability and indexing.

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How text snippets work

When you save text snippets:
  1. The content is uploaded to your chatbot’s knowledge base
  2. The text is indexed and made searchable
  3. Any previously saved text snippet is automatically replaced
  4. 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.

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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
If you need to add more content, consider using website links or file uploads instead.

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Best practices

Structure content as questions followed by answers. This helps the chatbot understand context and provide accurate responses.
Regularly update text snippets to reflect current pricing, policies, and contact information.
Provide complete answers rather than vague statements. Include relevant details like prices, dates, and contact methods.
Don’t repeat information that already exists in your website links or uploaded files. Text snippets should complement, not duplicate, other content sources.
After saving text snippets, test your chatbot with relevant questions to ensure it’s using the new information correctly.

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Common use cases

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Product information

What materials are your products made from?
Our products are made from 100% organic cotton, sourced from certified sustainable farms.

What is your return policy?
We offer a 30-day money-back guarantee on all products. Items must be unused and in original packaging.

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Business hours and contact

What are your business hours?
We're open Monday-Friday, 9 AM to 6 PM EST. Our support team responds to emails within 24 hours.

How can I reach customer support?
Email us at support@company.com or call (555) 123-4567 during business hours.

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Pricing and plans

What pricing plans do you offer?
We have three plans:
- Starter: $19/month - Up to 1,000 messages
- Professional: $49/month - Up to 5,000 messages
- Enterprise: $199/month - Unlimited messages

Do you offer annual billing?
Yes! Save 20% with annual billing on any plan.

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Updating text snippets

To update your text snippets:
  1. Navigate to Text Snippets in your chatbot dashboard
  2. Edit the content in the text area
  3. Click Save Changes
The new content will replace the previous text snippet entirely. Make sure to include all information you want to keep, as the old content will be deleted.

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Troubleshooting

  • 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 are replaced each time you save. If you need to preserve content, copy it before making changes or maintain a backup document.
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