1. Find what needs to change
Write down the exact customer question and what a correct answer should include. Then identify the gap before changing settings.
| What you see | What to check |
|---|---|
| The answer contains an old price or policy. | Update the original source and remove conflicting old documents or Q&A pairs. |
| The assistant cannot answer a common question. | Add the missing facts in a document or an approved Q&A pair. |
| The facts are right, but the reply is too long or too formal. | Adjust Agent Description in Agent Settings → Identity. |
| The customer needs an account change or a person. | Review the handoff workflow. Adding content does not enable account actions. |
Improve one issue at a time. This makes it easier to tell whether a new source or an instruction change helped.
2. Refresh your website profile
- Open Agent Settings → Data Sources → Website Profile.
- If no website is listed, enter its full URL and select Add Website. One website is allowed per workspace.
- If your website is already listed, update the relevant page on your site first, then select Refresh profile.
- Check the status and Last profiled date. Wait for preparation to finish before retesting.
Queued, Preparing..., and Researching... mean work is still in progress. Ready means preparation completed; it is still worth testing your important questions. Partial means the profile may have gaps. If you see Failed, review the error shown before trying again.
A website profile is a useful starting point, but do not assume it captures every detail from every page. Add important policy exceptions, product details, or missing answers explicitly through documents or Q&A pairs.
3. Add clear, current documents
Open Knowledge Base. Drag a file into the upload area or select browse. The dashboard supports PDF, TXT, DOCX, and CSV files up to 50 MB each, subject to your plan’s storage and document limits.
Check the document’s Status after uploading. An uploaded file may still be processing. If processing fails, read the failure message and use Retry after addressing the issue.
Make the information easy to use
- Use descriptive headings such as “Delivery times” or “Cancellation policy,” followed by complete explanations.
- Name the relevant product, plan, location, or customer type. Avoid isolated statements such as “It takes three days” without saying what “it” refers to.
- Include units, conditions, exceptions, and an effective date where relevant.
- Use readable text. If a scanned document produces missing information, provide a text-based version.
- Upload material intended to inform customer replies. Keep passwords, access keys, and unrelated internal information out of customer-facing knowledge.
When replacing a policy document, keep a copy of the previous version outside the chatbot if you need it for your records. Upload the current version, confirm it processed successfully, and delete the superseded document from Knowledge Base so both versions do not compete.
4. Write useful Q&A pairs
Use Q&A pairs for common questions that need a clear, approved answer. Open Agent Settings → Data Sources → Questions & Answers, select Add Q&A, fill in Question and Answer, then select Add Pair.
Phrase the question as a customer would ask it. Make the answer self-contained: explain the process, include relevant conditions, and provide a verified next step or link.
Use the Q&A search field to find existing entries before adding another. Edit the existing answer when a policy changes rather than leaving two conflicting answers. A Q&A pair adds information; it does not guarantee the chatbot will repeat the wording verbatim or prioritize it over every other source.
5. Separate facts from instructions
Keep prices, policies, product specifications, and support processes in your knowledge sources. Use Agent Settings → Identity → Agent Description to explain how the assistant should respond.
For example: “Give a short answer first. Use numbered steps for instructions. Ask one clarifying question if the customer has not named the product. If the supplied content does not confirm a detail, say so and offer human help.” Select the Identity form’s Save Changes after editing.
Business Description, under Branding, provides company context. Review generated text before saving it with Save Branding. Keep it consistent with your current website and documents.
If you want a different tone, use the response-instruction template in the setup guide. Tone instructions cannot supply missing facts or make an unsupported integration work.
6. Test your changes with customer questions
- Wait for source preparation or document processing to finish, and save any settings you changed.
- Open Test Your Agent and select New Test to begin a fresh conversation.
- Ask the original question that produced the poor answer. Compare the response with your approved information.
- Rephrase the question in two or three natural ways. Include a short follow-up to check that the answer stays consistent.
- Ask a related question whose answer is not supplied. Check that the assistant acknowledges the gap instead of inventing a detail.
- If you changed handoff behavior, test a request for a human and check that your team can follow up.
Keep a small list of representative questions and expected facts. Record whether the answer is correct, current, understandable, and gives a useful next step. Reuse that list after future changes.
Test Your Agent uses the same AI agent as your website widget. After the dashboard test, refresh the live site and start a new chat to confirm the visitor experience too.
7. Keep your knowledge current
Review conversations for repeated unanswered questions. Add missing information where it belongs, then retest. Update your sources whenever prices, opening hours, products, or policies change.
- Website change: publish the corrected page, refresh the website profile, and check its status.
- Document change: upload the current version and remove the superseded source after checking processing.
- Q&A change: edit the answer and save it, then test the question again.
- Behavior change: update Agent Description and save the Identity form.
Assign someone on your team to maintain the sources. A smaller set of clear, current material is easier to review than a large collection of overlapping drafts.
Troubleshooting
The answer still uses an old policy
Search your website, documents, Q&A pairs, and business context for the old wording. Correct or remove conflicting content, confirm processing completed, and start a New Test. Updating one source may not resolve a contradiction in another.
The answer is missing information from a file
Check the document status and failure message. Confirm the original file contains readable text and clearly identifies the topic. For a critical answer, add a concise Q&A pair using your approved facts and test again.
The assistant cannot complete a customer’s request
Knowing your cancellation policy is different from canceling an account. If the request needs an account action or information the assistant cannot access, use human handoff rather than instructions that claim the action has been completed.
You have checked the sources and still need help
Contact Miravo AI support with the question, the answer received, the answer you expected, and the relevant source or processing error. Remove private customer details from examples where possible.