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Use a text snippet for short facts that are not on your website or in a file. Examples are opening hours, a return policy, or answers your team gives often. Each chatbot has one text snippet. It can hold up to 10,000 characters. When you save, the new text replaces the old text.

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Before you start

  • An active plan. See Plans and limits.
  • The Super Admin, Admin, or Manager role on the chatbot. Agents cannot open text snippets.
  • The facts you want to add, written as plain text.

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Add or change the snippet

1

Open the snippet

In the chatbot sidebar, select Text Snippets.
2

Write the text

Type or paste your text in the text box. Keep all the text you want to keep, because saving replaces the whole snippet.
3

Save

Select Save Changes. The message “Successfully added the text!” appears.

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What to put in a snippet

  • Put facts in the snippet. For example, “Our support hours are 9:00 to 17:00 CET, Monday to Friday.”
  • Do not put instructions in the snippet. “Always answer formally” belongs in instructions.
  • Group related facts. Use a short heading line for each topic, such as “Shipping” and “Returns”.
  • To fix one exact answer, use a custom response. See Custom responses.
The snippet uses pages of quota like other content: one page for every 2,500 characters. A full snippet of 10,000 characters uses 4 pages. If you need more than 10,000 characters, upload a file instead.

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Check that it works

  1. Wait a short time after you save.
  2. Ask the chatbot a question that the snippet answers.
  3. Check that the answer uses the facts from the snippet.

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Remove the snippet

To remove the snippet, delete all the text in the text box and select Save Changes. The chatbot stops using the old text.