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Improving Your Agent's Responses

Your agent is live, but you want it to be even better. Here's how to improve its responses over time.

The improvement cycle​

  1. Watch - Review customer conversations
  2. Identify - Find gaps or issues
  3. Improve - Update content or settings
  4. Re-Train - Apply the changes
  5. Test - Verify improvements
  6. Repeat - Keep getting better

Finding areas to improve​

Review conversations​

Go to the Customers section and read through customer chats. Look for:

  • Questions your agent couldn't answer
  • Answers that were wrong or incomplete
  • Times customers seemed confused or frustrated
  • Topics that come up often

Look for patterns​

If multiple customers ask about the same thing and get poor answers, that's a clear target for improvement.

Check common issues​

Agent says "I don't know" too often → Add more content on those topics

Agent gives wrong information → Fix or update your training content

Agent sounds robotic or off-brand → Update instructions and add tone examples

Agent discusses things it shouldn't → Add to restricted topics

Ways to improve​

Add targeted FAQs​

When you see questions your agent struggles with, add FAQs for exactly those questions.

Saw this question in a conversation: "Do you offer gift wrapping?"

Add this FAQ:

  • Q: Do you offer gift wrapping?
  • A: Yes! We offer gift wrapping for $3.99. Just select "Gift wrap" at checkout. We'll include a personalized message too - you can add it in the order notes.

Update existing answers​

If an answer is mostly right but could be better:

  1. Find the FAQ or content
  2. Improve it
  3. Click Re-Train

Add more detail​

If customers keep asking follow-up questions, your answers aren't complete enough.

Before: "Shipping takes 5-7 days."

After: "Standard shipping takes 5-7 business days. Express shipping (2-3 days) is $9.99, or free for orders over $100. You'll get tracking info by email once your order ships."

Refine instructions​

If tone or behavior is off, update your agent's instructions:

  • Add examples of how you want it to speak
  • Be more specific about what it should/shouldn't do
  • Include guidance for tricky situations

Quick wins​

Add these if you haven't​

  • Business hours FAQ
  • Contact information FAQ
  • Shipping/delivery FAQ
  • Return policy FAQ
  • "What do you do?" FAQ

Check these settings​

  • Is the tone right? (Friendly vs. Formal)
  • Are restricted topics set up?
  • Is the welcome message helpful?

Tracking improvement​

Keep notes on:

  • What issues you found
  • What changes you made
  • Whether it helped

This helps you understand what works for your specific customers.

How often to improve​

Weekly (if active): Quick scan of conversations for obvious issues

Monthly: Deeper review, look for patterns, make systematic improvements

Quarterly: Review all content for accuracy, remove outdated info, consider major updates

When good enough is good enough​

Your agent doesn't need to be perfect. Focus on:

  • The 20% of questions that represent 80% of traffic
  • Clear mistakes and gaps
  • Customer frustration signals

A good agent that handles most questions well is better than spending forever on perfection.

Red flags to address immediately​

  • Agent giving wrong pricing
  • Agent contradicting your policies
  • Agent discussing restricted topics
  • Agent sounding rude or dismissive
  • Agent making promises you can't keep

Fix these as soon as you spot them.

Getting help​

If you're stuck on how to improve:

  • Test with colleagues and get feedback
  • Check our FAQ for ideas
  • Contact support for advice

Next steps​