Training material
Train Gabby with cleaner sources and better guardrails.
Use this guide to prepare your documents, website pages, and FAQs so Gabby answers customers clearly and knows when to hand off.
Collect source material
Gather the pages, PDFs, FAQs, and policies your team already uses to answer customers.
Train and test
Upload sources, ask real customer questions, and tune weak answers before publishing.
Publish and improve
Embed the widget, monitor unanswered questions, and refresh sources when the business changes.
Sources
Use the right training method for each type of answer.
Keep the agent grounded by matching each content type to the right source format.
Documents
Upload clean PDFs or TXT files for policies, product manuals, SOPs, and internal playbooks.
- Split very large files by topic
- Use clear headings
- Replace old files when policies change
Website pages
Crawl important public pages so the agent can answer from your current marketing and help content.
- Add full URLs
- Re-crawl after major edits
- Skip pages with outdated promotions
Knowledge base
Create exact Q&A entries for high-stakes answers like pricing, refunds, policies, and escalation rules.
- Keep answers direct
- Add examples when needed
- Review unanswered questions weekly
Quality checklist
Before you publish, remove ambiguity.
A clean support agent starts with clean source material. These checks prevent vague answers and unnecessary escalations.
- Use customer language, not internal shorthand.
- Remove duplicated or conflicting policy content.
- Add handoff instructions for billing, refunds, and complaints.
- Test the top 20 questions your team receives every week.
- Review analytics for knowledge gaps after launch.
Test real questions
Use actual support tickets to test whether Gabby answers with the right tone and level of detail.
Define handoffs
Tell Gabby exactly when to collect context and route the conversation to a human.
Review safely
Check sensitive topics like billing, refunds, privacy, and HR before the agent goes live.