Tips for better AI responses
Both agents are only as good as the context you give them. A few habits make a real difference.
Be specific, not exhaustive
Short, focused entries retrieve and answer more accurately than long documents that try to cover everything at once. If a source is answering more than one question, split it.
Test before you trust it
The Support Agent has a built-in test chat on its Actions tab. Ask it the questions you expect customers to ask, in their own words — not just the exact phrasing of your source titles.
Watch what fails
Both agents log what they couldn’t handle confidently — failed responses for Support, low-confidence drafts for Sales. Recurring failures are your best signal for what to add or rewrite next, not a sign something’s broken.
Update it as things change
A knowledge base or AI Knowledge profile that’s six months stale will confidently give outdated answers. Treat it as something you revisit, not a one-time setup step.
Put it into practice
Review your knowledge base or AI Knowledge and tighten it up.