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Your chatbot is live. Real visitors now ask real questions, and some of those questions will surprise you. In this tutorial, you review the first conversations and make the chatbot better. You fix one wrong answer, find a question the chatbot could not answer, add the missing content, and adjust the instructions. Do this tutorial a few days after launch, when your chatbot has some conversations. Then repeat the review once or twice a week. You need:
  • A chatbot that is live on your website. See the Quickstart.
  • Some conversations with visitors.
  • The Manager role or higher on the chatbot. See Team members.
To understand why the steps below work, read How answers work.
1

Read your conversations

In the menu of your chatbot, select Chat History. The Open view shows every conversation that is not resolved.Select a conversation. You see the visitor’s questions and the chatbot’s answers. Read five to ten conversations. For each answer, ask yourself: is it correct, is it complete, and does it sound right for your business?Note one answer that is wrong. You fix it in step 3.
2

Find the answers visitors did not like

Select Filter. Under User Reactions, select Negative.The list now shows only conversations where a visitor gave an answer a thumbs down. These conversations often show the answers that most need a fix. Read them.Clear Negative to see all conversations again. Under User Escalations, you can also filter by escalated conversations. To limit the list to a time period, use the date range control above the list.
3

Fix a wrong answer

Open the conversation with the wrong answer you noted. Under that answer, select Incorrect? Modify bot’s answer! This link is not shown in HIPAA workspaces.The Update Bot’s Answer window opens. It shows the visitor’s question and the old answer. In New Bot Answer, write the correct answer. Select Save.SiteGPT saves the question and your answer as a custom response. The next time a visitor asks this question, or a question with the same meaning, the chatbot prefers your answer.To check it, open Dashboard and select Chat with your chatbot. Ask the same question in different words. The chatbot now gives your answer, possibly with small changes in wording.
A custom response fixes one question. If the answer was wrong because a page on your website is wrong or outdated, also fix the page. See Fix a wrong answer.
4

Find questions the chatbot could not answer

In the menu, select Analytics. Find the Unanswered questions panel. It lists questions that your chatbot could not answer from its content.Pick one question from the list that your business should be able to answer. Note it.Each row also has Add to Q&A. It opens the same window as in step 3, so you can answer one question directly. In this tutorial, you add content instead, because content helps with every question on the topic.The full list of unanswered questions is available on the Growth plan and above. See Plans and limits. On other plans, the panel shows how many questions went unanswered. In that case, look in Chat History for answers that say the chatbot does not have enough information.
5

Add the missing content

Decide where the answer should live:
  • If the answer is on a page of your website that SiteGPT did not read, add that page. In the menu, select Website Links > Add Multiple Links. Paste the page address in Links, and select Add Links.
  • If the answer is not on your website, write it as plain text. In the menu, select Text Snippets. Add the answer as a short paragraph at the end of the text, and select Save Changes. A chatbot has one text snippet, so keep the text that is already there.
Wait until the new content shows as trained. Then open Chat with your chatbot and ask the question from step 4. The chatbot now answers it from the new content.For more ways to add content, see Add your website and Add a text snippet.
6

Adjust the instructions

Look at the conversations again. Find one pattern that applies to many answers. For example, the answers are too long, or the chatbot does not tell visitors how to contact you when it cannot help.In the menu, select Chatbot Instructions, then select Add New Instructions. In Instructions, write a rule that fixes the pattern, for example: “If you cannot answer a question, tell the visitor to email support@example.com.” Select Add Instructions.Your first instruction set becomes active at once. If you already have one, select the set you want on the Chatbot Instructions page and select Save Changes. See Write instructions.Open Chat with your chatbot and ask a question that shows the pattern. The answer now follows your instruction.

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What you did

You read real conversations, fixed a wrong answer with a custom response, found a gap with the unanswered questions list, added the missing content, and changed the instructions. These are the four ways to improve a chatbot. You will use them again and again.

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Keep improving

  • Repeat steps 1 to 5 once or twice a week. Most fixes happen in the first weeks after launch.
  • Keep your content up to date when your website changes. See Keep content up to date.
  • Keep the chatbot on topic and set the message it shows when it does not know. See Keep answers on topic.
  • Let visitors reach your team when the chatbot cannot help. See Set up human support.
  • Learn all the ways to review conversations. See Review conversations.