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Document Best Practices

The quality of your chatbot's answers depends heavily on the quality of your documents. This guide shares tips for creating and organizing documents that help your chatbot provide excellent responses.

Content Guidelines

Write for Your Customers

Think about the questions your customers actually ask:

  • What are your most common phone/email inquiries?
  • What do customers ask in person?
  • What questions does your sales team hear repeatedly?

Create content that answers these questions directly.

Use Clear, Simple Language

Your chatbot will reflect the tone and clarity of your documents.

Do this:

We're open Monday through Friday from 9 AM to 5 PM. On weekends, we're closed.

Not this:

Our establishment maintains operational hours during the standard business week, commencing at 0900 hours and concluding at 1700 hours, with cessation of services during weekend periods.

Be Specific and Complete

Vague content leads to vague answers.

Do this:

Returns are accepted within 30 days of purchase. Items must be unused and in original packaging. Bring your receipt for a full refund. Without a receipt, you'll receive store credit.

Not this:

We have a return policy. Contact us for details.

Include Variations

People ask the same question in different ways. Include natural variations in your content:

Business Hours / When We're Open / Store Hours

We're open Monday to Friday, 9 AM to 5 PM. On Saturday and Sunday, we're closed.

This helps the chatbot recognize the question regardless of how it's phrased.

Document Organization

One Topic Per Document

Instead of one massive file, create focused documents:

Good Approach Less Effective
business-hours.txt everything.txt (500 pages)
return-policy.txt
product-catalog.txt
shipping-info.txt

Use Descriptive File Names

Good file names help you manage your knowledge base:

Clear names: - return-policy-2024.txt - product-warranty-terms.txt - holiday-hours-december.txt

Unclear names: - doc1.txt - final_final_v2.txt - stuff.txt

Use Headings and Structure

Well-structured documents help both you and the chatbot:

# Shipping Information

## Domestic Shipping

We ship to all 50 US states.

- Standard shipping: 5-7 business days ($5.99)
- Express shipping: 2-3 business days ($12.99)
- Next-day shipping: 1 business day ($24.99)

## International Shipping

We currently ship to Canada and Mexico.

- Canada: 7-14 business days ($15.99)
- Mexico: 10-21 business days ($19.99)

## Free Shipping

Orders over $75 qualify for free standard shipping.

What to Include

Essential Documents

Every business should consider uploading:

  • FAQ - Your most common questions and answers
  • About Us - Company background, mission, values
  • Products/Services - What you offer and pricing
  • Contact Information - Hours, location, phone, email
  • Policies - Returns, shipping, privacy, terms

Industry-Specific Content

Depending on your business:

Business Type Consider Including
Retail Product details, sizing guides, care instructions
Restaurant Menu, ingredients, allergen info, reservation policy
Healthcare Services, insurance info, appointment process
Legal/Financial Service descriptions, process explanations, credentials
Real Estate Property types, buying process, neighborhood info
Auto Dealer Inventory details, financing options, service info

What NOT to Include

Sensitive Information

Never upload documents containing:

  • Customer personal data
  • Employee information
  • Financial records
  • Passwords or login credentials
  • Confidential business information

Outdated Information

Old content causes confusion. Don't upload:

  • Last year's pricing (unless still valid)
  • Discontinued products/services
  • Old policies that no longer apply
  • Expired promotions

Duplicated Content

Having the same information in multiple documents can cause inconsistent answers. Keep one authoritative source for each topic.

Maintenance

Regular Reviews

Schedule time to review your documents:

  • Monthly: Check for outdated pricing or promotions
  • Quarterly: Review policies and procedures
  • Annually: Full audit of all documents

Update Process

When information changes:

  1. Delete the outdated document
  2. Create or update the document with new information
  3. Upload the updated version
  4. Test by asking the chatbot about the change

Track Your Documents

Keep a simple list of what you've uploaded:

Document Last Updated Next Review
FAQ Jan 15, 2024 Apr 15, 2024
Pricing Feb 1, 2024 Monthly
Return Policy Dec 1, 2023 Dec 1, 2024

Testing Your Content

After uploading documents, test your chatbot:

  1. Ask questions your customers would ask
  2. Try different phrasings
  3. Check if answers are accurate and helpful
  4. Note any gaps and add more content

Example test questions:

  • "What are your hours?"
  • "When do you open?"
  • "Are you open on Saturday?"
  • "What time do you close?"

All of these should give a consistent answer about your business hours.

Common Mistakes to Avoid

  1. Too little information - Brief documents lead to unhelpful answers
  2. Too much jargon - Use language your customers understand
  3. Missing context - Don't assume the reader knows your business
  4. Contradicting information - Keep facts consistent across documents
  5. Ignoring updates - Outdated info damages trust
  6. No testing - Always verify after uploading

Summary Checklist

Before uploading a document, verify:

  • [ ] Content is accurate and current
  • [ ] Language is clear and customer-friendly
  • [ ] Information is complete, not vague
  • [ ] File has a descriptive name
  • [ ] No sensitive information included
  • [ ] Not duplicating existing content
  • [ ] Structured with headings (for longer documents)

Next Steps