swai

Run & improve

Best practices

Proven tips for a chatbot that gives accurate, helpful answers.

Content

  • One topic per document, written in your customers' language.
  • Remove outdated content. The chatbot cannot tell old from new.
  • Use FAQs for exact facts (prices, deadlines, contact details) and website pages or files for context.
  • Import your website pages again after bigger updates.

Instructions

  • Describe role, tone and scope in a few clear sentences.
  • Always define what to do when the answer is unknown.
  • Give visitors a concrete way to reach a person: link, email or phone.
  • Keep facts out of the prompt and put them in the knowledge base.

Visitor experience

  • Write a welcome message that says what the chatbot can help with.
  • Add quick starters for your three most common questions.
  • Use your brand color and a recognizable avatar.
  • Test on your phone. Many visitors chat on mobile.

Launch checklist

  • The ten most common questions are tested in every language.
  • Off-topic questions are declined politely.
  • The allowed domain is set.
  • The live website is tested in a private browser window.
  • Someone on your team reviews conversations every week.

Privacy and security

  • Always set the domain restriction, so other websites cannot embed your chatbot.
  • Never put personal data or confidential information into the knowledge base.
  • Mention the chatbot in your privacy policy, as with any tool that processes visitor messages.
  • Only allow visitor file uploads if you need them.