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Training Your Conversations AI

Learn how to train and add knowledge to your Conversations AI to ensure it provides consistent, accurate help, 24/7.

Conversations AI Beta is available in the US and Canada.

Conversations AI uses knowledge and facts to answer customer questions accurately. During initial setup, our team will add your website, Google Business Profile (GBP), and any other items you send us. However, at any time, you can update the knowledge that your AI references and add to or remove from it. 

Conversations AI - Purpose

Within your Conversations AI configuration settings, part of the setup we provide is to give your AI a Purpose. The Purpose defines how your AI behaves and its role within your company. It is used in conjunction with other prompts and knowledge we get to below to truly act like an employee. 

 

Learn more about writing effective prompts for the purpose and for the AI's capabilities. 

 

Add Knowledge to Your Conversations AI

 

Step-by-Step Guide

  1. Navigate to your Ui.Marketing Business App. Click AI, then AI workforce.
  2. Click Configure under your chat receptionist.
  3. Scroll down to Knowledge sources. Here, you will see any initial knowledge we added on for you during the initial setup. To add more knowledge to your AI, click the Add knowledge field.
  4. Click + Add new knowledge.
Adding Website Knowledge
  1. Select how you would like to add knowledge to your AI. You can add text, a different website/domain, or upload a file. In this case, we'll add a new website. Click Website.
  2. Add the URL in the "URL" field.
  3. Enter in the name of the website you added in the "Name" field.
  4. Under "Mode", you can select how you want the AI to go through the website. It can use a single page, follow links, and the sitemap. In this case, we'll have it use the "Follow links" option.
  5. You can add any paths you do not want the AI to use under "Excluded paths".
  6. Lastly, click Enable automatic refresh.
  7. Click Next.
  8. It may take a moment for the AI to scan through the website. Once you see the modal say "Training queued" you can exit out of the modal. 
Adding Text Knowledge
  1. Click the Add knowledge field.
  2. Click + Add new knowledge.
  3. Click Text.
  4. Enter the "Name" of this text you are adding.
  5. You can enter in the text you are adding into the "Content" field.
  6. Once complete, click Save.
  7. You can close out of the modal once the training has been queued.
Adding a File for Knowledge
  1. Click the Add knowledge field.
  2. Click + Add new knowledge.
  3. Click File Upload.
  4. Click Choose file and select the file from your computer. This can be information like a menu, product listings, etc. 
  5. Add a "Name" or update the name to make it easy to understand what this piece of knowledge is. 
  6. Click Save and close out of the modal. 

AI Capabilities 

The AI Capabilities area within your Conversations AI allows you to set up integrations to enhance your AI, as well as provide your AI with custom prompts for specific situations. 

Creating Effective Prompts

A well-written prompt has three key parts. These prompts are used when creating a purpose and capabilities for your AI.

1. When 

Tell the AI when to do the action or when to provide a certain response. For example:

 Only provide our phone number when user asks for a human or is frustrated.

2. What

Tell the AI what the required information is before it can act. For example: 

You MUST have the customer's email before asking for their phone number. If the customer doesn't provide it, state: "We won't spam you, we just need it to confirm your appointment."

3. How 

Guide the AI on how to respond to your customers. For example: 

If customer is frustrated or asks for a human: "I apologize. Let's get you to our Support team ASAP."

Guide the AI on how to handle errors. For example: 

If answer cannot be found in our Help Center: "We couldn't find any answers to your question. Can we look into this further and get back to you?"

Formatting Your Prompts

Use markdown formatting to make your prompts clear for both AI and your customers:

  • Use headers (#, ##) to organize different sections
  • Use bullets to list multiple items or steps
  • Use bold to emphasize critical instructions or field names
  • Use code formatting for specific examples or API field names

Example with good formatting: 

# Order Status Lookup

## When to Use
- ONLY when customer asks about order status or tracking
- NOT for product availability or general questions

## Required information
Before calling the tool, you MUST have:
- **order_number** (8-10 digit number)
- Ask if missing: "What's your order number?"

## Response format
- Success: "Your order #[number] is [status]."
- Not found: "I couldn't locate that order. Please verify the number."