Teaching support AI about your business

Good support answers start with accurate information your visitors can use. Cedros support AI draws on your site's public business details and enabled published content. You can also give the Support Chat Agent instructions about tone, answer boundaries, and what to do when information is missing.

Start with Adding support chat to your website if your chat bubble is not set up yet. To use AI replies, choose Cedros Assistant or Assistant, then your team in Support → Configure. Your team only sends conversations to people instead.

Prepare the information visitors need

Begin with the questions your team answers repeatedly: what you offer, how to get started, delivery or booking arrangements, troubleshooting, and where to get help.

1. Check your site description and public contact information in Settings → General. Correct the email, phone number, address, locations, and business hours that customers should receive.
2. Write a short FAQ for each common question. Put the answer, its conditions, and the next step together. Use the words customers actually ask, such as “Can I change my booking?”
3. Use documentation articles for longer procedures and pages for current service or policy information. Keep titles and summaries specific and accurate; a summary that only says “Learn more” gives the assistant little useful detail.
4. Review and publish the content. A saved draft does not replace the version available to support chat. Open the published page and check that the answer is correct.

For a policy question, include the applicable deadline, exceptions, and contact route together. Avoid splitting an important condition across several unrelated pages. See Writing useful FAQs and publishing them and Creating a documentation article for the publishing steps.

Support chat works with retrieved excerpts, so it may not receive every detail in a long article. A focused FAQ is often the clearest place for a complete short answer. Keep older pages and blog posts consistent with your current policy so they do not supply conflicting information.

Choose the support agent's sources

Where Jobs is available, use the Support Chat Agent's settings to choose its sources. You need permission to edit site settings.

1. Open Settings → Assistant → Jobs.
2. Find Support Chat Agent. Use Filter jobs… if needed, then open its row. This is the job that answers visitors; Support Chat Conversation Analytics analyzes conversations afterward.
3. Expand Advanced in the job editor.
4. Under Retrieval before answering, review Docs, FAQs, Pages, and Blog. Enable the content types that contain your current customer information.
5. Review Instructions before saving. Keep your working provider and model unless you are also fixing an AI connection problem.
6. Select Save, then wait for the assistant settings page to show Saved just now. Reopen the job to confirm the changes were retained. If saving fails, resolve the displayed error before testing replies.

Sites using Cedros Providers hide the Jobs tab. On those sites, start by improving the published content and public business details. Ask your site administrator about the available support configuration if you need different instructions or sources; changing provider mode is not required just to improve your FAQs.

Source choices apply to entire content types. Clearing Blog, for example, removes blog posts from the support agent's retrieval choices. Clearing every source does not turn chat off: it can still respond using the conversation and site details. Use Support → Configure to change whether chat or AI replies are available.

If Products appears in the source list, do not rely on it to supply private product setup records to website visitors. Publish approved product details in a page, FAQ, or documentation article that support chat can use.

Give the agent clear instructions

Use Instructions for how the agent should answer. Keep changing facts, prices, and detailed policies in your published sources so customers and the assistant can refer to the same information.

Read the existing instructions first. Preserve the guidance about using supported facts, citing relevant sources, protecting sensitive information, and admitting uncertainty. Add a few specific rules for your business instead of replacing everything with a slogan.

For example, you could add:

Use plain language and short steps. Ask one clarifying question when the customer's goal is unclear. Answer policy questions only when the published information supports the answer, including any conditions or exceptions. If the answer is missing, say so and offer the site's published support contact. Do not promise a refund, account change, appointment, or reply time unless it is supported. Never claim that you checked an account or completed an action that has not happened.

Adapt the example to your service and actual support arrangements. Instructions can guide a response, but they do not give the agent access to customer accounts or create a team handoff process. Configure team replies separately in Support → Configure.

Select Save and confirm the saved status after editing. Restore default instructions restores the prompt in the editor; review it and save to keep the change. Use the default resets the whole job assignment, so use the instructions control when you only want to restore the wording.

Keep private information out of public answers

Website support chat has a different information scope from the assistant inside your admin area. Private assistant memories, Knowledge projects, CRM records, and saved strategy plans are not automatically shared with the public support agent. A conversation with your admin assistant is not a substitute for publishing an approved customer answer.

Only published, non-internal content is eligible for the public support content search. Do not publish staff-only procedures, passwords, access tokens, customer records, or confidential terms to make them available to chat.

Hiding a FAQ from the public FAQ list does not remove it from assistant retrieval. Removing a page from navigation is also not a privacy control. If an answer should no longer be publicly available, correct and publish it or unpublish the content. If you only want the support agent to stop retrieving a content type, change that job's source selection where available.

Check prewritten quick answers separately

In Support → Configure, a quick action can use Generate every time or Use a prewritten answer. A matching saved answer can be returned before AI generates a response, so updating a FAQ or the agent's instructions does not rewrite that saved answer.

Check the quick action's question and saved answer whenever the underlying information changes. Update the answer itself, or choose Generate every time if it should use the agent's current sources and instructions. Follow-up questions can still be generated, so test both the button and a follow-up.

Test the answers on your website

Use the visitor chat on a page where it is enabled. The configuration preview helps check appearance; it does not prove that live AI answers use the right facts. Tests on a live site may create conversation records or reach your team, so use harmless example questions and coordinate any handoff check.

1. Ask a common question whose answer you have published. Compare the reply with the source, including any conditions or exceptions. Open any cited links and confirm they support the answer.
2. Ask the same question in different words, then ask a natural follow-up. Check that the response remains useful without depending on the exact FAQ title.
3. Ask about a fact that is not published. A useful response acknowledges the gap or asks for clarification instead of inventing a policy, price, or promise.
4. Try a request that needs a person, such as an account-specific change. Confirm that the reply explains the next step without claiming to have made the change. If team handoff is configured, check it with your team.
5. Test a quick-action button separately from a typed question. After correcting content or instructions, begin a fresh conversation and repeat the failed example so earlier messages do not influence the result.

Keep a small set of representative questions and expected facts for future checks. A greeting may need no source citation; a specific policy answer should be supported by the published information. One correct reply is a useful check, not a guarantee that every wording will produce the same result.

Keep answers current

When a policy or service changes, update and publish the relevant FAQ, page, or article, revise any prewritten quick answer, and repeat your test questions. You do not need to retrain a separate model after each content edit.

Use customer questions to find missing explanations. Add a focused answer when the same gap appears repeatedly, and remove contradictory wording from older content. Check public contact details and business hours whenever your arrangements change.

Fix missing or incorrect answers

• The assistant cannot find an answer: Confirm that the source is published, is not marked internal, and belongs to an enabled content type. Make the question and answer explicit in a focused FAQ. A long article with a vague summary may not supply enough detail in its retrieved excerpt.
• It gives an old answer: Check the published version, older conflicting sources, and any prewritten quick answer. Publish the correction and test in a fresh conversation.
• Your instruction changes have no effect: Confirm that you edited Support Chat Agent, selected Save, and saw a successful saved status. Check whether the reply came from a prewritten quick answer or the conversation was already waiting for a person.
• Jobs is missing or editing is disabled: Check whether Cedros Providers manages the site and whether your account has settings access. The site administrator can confirm the available configuration.
• No AI reply appears: Check the answering mode and whether the conversation has already been handed to the team. If chat reports that it is unavailable, check the assistant's provider setup with your administrator; adding more FAQs will not fix a connection failure.

If an answer is still wrong, record the exact question, the response, the page where you asked it, and the published source that should support it. Share those details with your site administrator without including private customer information.