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Training Your Agent

Training is how you teach your agent what to say. The better you train it, the better it can help your customers.

What is training?​

Training is the process of giving your agent information. You provide content - documents, FAQs, text - and TAB processes it so your agent can use that knowledge to answer questions.

Think of it like teaching a new employee. You give them materials to study, and they learn to answer customer questions based on that information.

What can you use for training?​

FAQs​

Question-and-answer pairs. This is the most effective way to train because you're directly telling your agent: "When someone asks this, answer with this."

Documents​

Files you upload:

  • PDF - Great for product catalogs, manuals, brochures
  • Word docs (.doc, .docx) - Good for formatted content
  • Presentations (.ppt, .pptx) - Slide decks
  • Spreadsheets (.xls, .xlsx, .csv) - Structured data and lists
  • Images (.png, .jpg, .jpeg, .gif) - Visual content containing text
  • Text (.txt, .md) - Simple, clean content

See Uploading documents for size limits and tips.

Plain text​

Copy and paste information directly. Good for quick additions like:

  • Business hours
  • Contact information
  • Short policies

How training works​

  1. You add content - Upload files, add FAQs, or paste text
  2. You click Train - TAB processes everything
  3. Your agent learns - The information becomes part of your agent's knowledge
  4. Customers ask questions - Your agent uses its training to answer

Training takes a few minutes depending on how much content you have.

Training and data storage​

Training uses your plan's data storage limit, not conversation credits. Each plan includes a set amount of storage for your training content (documents, FAQs, text). See Billing for storage limits per plan.

When to retrain​

You need to retrain your agent when:

  • You add new content
  • You update existing content
  • You want to remove outdated information

Changes to content don't automatically update your agent. You have to click Train for changes to take effect.

Tips for good training​

Quality over quantity A few well-written FAQs work better than hundreds of messy documents.

Be specific "We're open 9-5 Monday through Friday" is better than "We have regular business hours."

Use real customer language Write FAQs the way customers actually ask questions, not how you might formally phrase them.

Keep it current Review and update your training content regularly.

Next steps​

Learn more about adding content: