Train & Refine Answers
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      How to Train Your Chatbot

      Learn how to improve chatbot accuracy by reviewing and training unanswered or poorly answered questions.

      Once your chatbot is live, it will start collecting real customer questions. Some of these may be answered incorrectly—or not at all. That’s where training comes in. The more you train your bot, the smarter and more accurate it becomes.

      In This Article

      Where to start: Consider Training section

      💡 The Consider Training section shows you questions your chatbot couldn’t confidently answer or responses that received a thumbs down from users.

      1. In the left-hand menu, click Analytics
      2. At the top, click the Consider Training tab

      Understanding the “Type” Column

      Each training item will be labeled under the Type column as one of the following:

      • Dataset – The chatbot pulled this answer from your trained dataset
      • Crawl – The answer came from content crawled from your website
      • Unknown – The chatbot could not find an answer

      📖 Dataset and Crawl answers appear here when users provide negative feedback, prompting you to review them. Unknown answers always appear here.

      Previewing, dismissing, & deleting a question

      To see what the chatbot said and why it triggered training:

      1. Click the three dots to the right of the item
      2. Select the Preview button to view the full user-chatbot conversation

      After previewing, you can:

      • Train the chatbot on how to reply a better answer next time (see next section).
      • Dismiss the item if no changes are needed. It will be removed from Consider Training but still appear in analytics.
      • Delete the item to remove it entirely. Deleted entries will not affect your training stats.

      Training an answer

      Click the green Train button and choose one of two options:

      • New Dataset Entry: You’ll write a new answer from scratch.
      • Variant of Existing: Attach this question as a variant to an existing trained answer.

      New Dataset Entry details

      When adding a new entry, you’ll see several fields to complete:

      • Dataset: Select the dataset you want this entry to live in.

      • Questions: This shows the original user question.
      • Variant: Add any alternate ways someone might ask the same thing.

        • Example: How do I pay my bill and pay my bill don’t both need to be entered—we’ll understand that they’re similar.

      • Text Answer: Write the chatbot’s response. You can highlight text to insert links where needed.
      • URL Destination: Optionally, add a link the user can open after receiving the answer.

      Advanced options

      Expand the Advanced dropdown to create more interactive responses:

      • Buttons: Add labeled buttons that users can click to follow a link.
      • Embed: Insert embeddable content like YouTube videos, forms, or social media posts.

      Finishing the training process

      Once your answer is complete, click the green Add button to save your entry to your dataset and remove it from Consider Training.

      That’s it! You’ve just made your chatbot smarter and more helpful for future users.