Managing Website Content for Conversation AI

Overview

To provide accurate and relevant answers, your CRM's Conversation AI feature can be trained using content from your website. After the system crawls your site, it's a good practice to review and edit the extracted content. This process ensures the AI references information that is current, clear, and appropriate for customer interactions.

Why Review Website Content?

Website content often includes elements that are not ideal for AI training, such as outdated promotions, navigation menus, or complex formatting. By reviewing the crawled data, you can:

• Improve Accuracy: Correct outdated details like pricing or business hours.
• Increase Relevance: Remove redundant or unrelated text that doesn't help answer customer questions.
• Enhance Control: Modify the information the AI uses without having to alter your live website.

Accessing and Editing Crawled Content

The content extracted from your website is available within the CRM's AI training settings. You can review the text captured from each page and make edits directly.

When you manually edit the content, the source is marked as edited. This helps you quickly identify which website sources contain your custom changes versus the original crawled data.

When to Refresh Website Content

If you make significant updates to your live website, you can refresh the content in the CRM. This re-crawls the site and imports the latest information. Be cautious, as refreshing will overwrite any manual edits you have made to that source.

You can also set up an automatic refresh to occur daily, weekly, or monthly. This is useful for keeping information synchronized but should be used carefully for sources you have manually edited.

Reviewing AI Responses

If you are troubleshooting a specific AI response in a conversation, you can use the AI Response Info feature. This tool shows you which knowledge sources, including the crawled website content, were used to generate the answer. From this view, you may also have the option to edit the relevant knowledge base entries directly.