Site info and AI context
Most weak answers are not a model problem. They are an empty-field problem. These screens are where the bot learns your business.
Settings → Site info
| Field | Why it matters |
|---|---|
| Domain | Must match your live site exactly, without http://. Include www. only if your site uses it. |
| Site Name | Used in replies through {site_name}. Write it the way customers say it. |
| Contact Email | Used through {email} in every handoff answer. |
| Contact Page Url | Used through {contact_url}. |
| Chat URL | A WhatsApp or live chat link, used through {chat_url} and {chat_button}. |
| What does your website sell/do? | Feeds {webshop_description} and gives the AI its basic framing. |
| Website Languages | The languages the bot may answer in. See Multilingual setup. |
Writing a good description
Two or three sentences, concrete:
We sell indoor and outdoor plants, pots, and gardening tools. We ship within Belgium and the Netherlands. We do not sell seeds or garden furniture.
Say what you do not sell. It is the cheapest way to stop the bot inventing products.
Settings → AI responses → AI configuration
Two fields on this card shape every reply.
AI Expertise
The subjects the bot may be confident about. Used through {ai_expertise}.
Good: plant identification, light and watering requirements, repotting, pest treatment
Poor: everything about our shop
Keep it to the areas where wrong advice would not be costly. Never list legal, medical, or safety topics here.
Chatbot context
The standing instruction sent with every conversation. This is where tone and boundaries live.
A workable structure:
- Who the bot is — You are the assistant of a Belgian garden centre.
- Tone — Friendly, concise, informal address. Never more than three short paragraphs.
- What to do when unsure — Say you are not certain and offer the contact page. Never guess stock or delivery dates.
- What is off limits — Do not discuss competitors. Do not give discounts. Do not promise delivery times.
- How to close — End with a question that moves the visitor forward.
Write it in one language; it applies to all of them. It is instruction, not customer-facing text.
What to keep out of the context
- Prices and stock — these come from your product feed and go stale here
- Opening hours and promotions — unless you will update them
- Long policy text — link to the page instead, and add the page under AI Knowledgebase Structure
After each change
- Save
- Ask the same three questions in the preview or on the Demo page
- Look for changes in tone, length, and whether the bot still refuses what it should refuse
Change one field at a time. Rewriting the context and the expertise together makes it impossible to tell which one helped.
Related
Related articles
AI responses explained
The difference between canned and smart responses, and how the bot decides which to use.
Appearance and branding
Set the bot name, avatar, colour, and corner radius so the widget matches your store.
Chatbot and error messages
Rewrite the welcome message, attention popup, product intros, and error texts.
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