How the agent finds its answers

What does the agent know?

The agent answers only from the information you give it; it doesn't guess or answer from general knowledge. It draws on:

• Knowledge base: the texts, web pages, files and images you add in the panel.
• Apps and tools you connect: the integrations and your own tools you turn on in the agent. The agent uses them to look things up or get something done.
• Your store, if you sell online: once you connect it, products, prices and stock are read from your store with every question. With Shopify or WooCommerce, policies such as returns and shipping are also added to the knowledge base automatically.

You choose what it looks at

Open the AI Assistant step in the flow editor. You can turn the knowledge base off, or limit it to this agent's entries or to entries you pick. You also choose which tools and integrations it uses there. See the AI Assistant step article.

When it gets a question it can't answer

If the answer isn't in your information, the agent says so clearly. If the agent can take requests, it offers to pass the visitor's request to your team. If not, it makes no promise such as “I'll pass it on” and may point the visitor to your business's contact details.

Where do I see unanswered questions?

Questions the agent couldn't answer are collected in three places:

• The “Unanswered questions” card on the home page: the most asked ones in the last 30 days.
• The “Unanswered questions” tab in the knowledge base: a question leaves the list once you write its answer.
• The “Unanswered questions” card on the agent's “Analytics” tab: only that agent's questions.

Add the answer to the knowledge base; the agent answers the next time the question comes up.