How do I teach Nora better answers?
Answer the chats Nora passes to you, keep your price list and Company memory up to date, turn on Customers can know this, and write Help articles.
Nora, the support bot on your website, answers from your price list, your services and hours, your published Help center articles, and the facts in Company memory that customers may know. Make those right, and her answers get better. She also learns from each answer you give in a chat.
Also called: Nora, train the bot, knowledge base, FAQ, better answers, wrong answer, entraîner le bot, base de connaissances, mauvaise réponse
Step 1: Answer the chats she passes to you
When Nora didn't know, the chat goes under New messages in Conversations. Answer it. Nora keeps the lasting fact for next time, and the chat shows "Remembered for Nora" with what she kept. Click Undo if she shouldn't keep it.
Click: Conversations › New messages
Step 2: Check your price list
In Front desk, under Nora on your website, What Nora knows has a Price list button. Click it and keep your services and prices up to date: Nora quotes from it.
Click: Front desk › Settings › Price list
Step 3: Fix Company memory
In your CRM, click Settings › Company memory. Find the fact, click the pencil, fix it and click Save, or click the bin to remove it. To add one, click Add a fact. See How do I tell Alori how my business works?
Click: Settings › Company memory › the pencil › Save
Step 4: Choose what customers can know
Each fact has a Customers can know this switch. Turn it on for facts a customer may hear, like your hours or service area. Nora never shares facts kept for the office or the owner.
Click: Settings › Company memory › Customers can know this
Step 5: Write Help center articles
If customers keep asking the same thing, write a Help article about it. Nora searches your published articles first for how-to questions and links the article. See How do I write a help center article?
Good to know
Help articles go into Company memory too, tagged "From the Help center", so every chat knows them. When you edit a fact that came from an article, it becomes yours and stays.
Nora never saves what a visitor wrote as a fact. Only your team's answers teach her.
If it doesn't work
"Alori already knows that." The fact is already in Company memory. Search for it and edit it.
"Passwords and codes are never kept in the memory." Leave secrets out.
"Keep it under 400 characters." Split it into shorter facts.