How to prepare content for your agent
A practical guide to getting good answers out of WelcoChat
WelcoChat only answers from content you've explicitly connected — your website and anything you upload. It never invents facts, and if it doesn't have an answer in its content, it hands off to your team instead of guessing. That means the quality of your agent depends almost entirely on the quality of what you give it. This guide covers both sources: the automatic website crawl and the "Additional docs / FAQs" notes field.
1. What the website crawl picks up well
When you connect a website URL, WelcoChat crawls the public pages and extracts their text. It works best on pages written in plain language for humans:
- Product/service pages with clear descriptions
- Pricing pages
- An FAQ page, if you have one — this is usually the single highest-value page to have crawled
- Shipping, returns, warranty and other policy pages
- Contact and business-hours information
It does not extract information trapped in images, PDFs linked but not embedded as text, or JavaScript-rendered content that never appears in the page's HTML. If key information lives in a brochure PDF or a scanned image, upload it as a document instead (see below) rather than assuming the crawl caught it.
2. What to put in "Additional docs / FAQs"
This free-text field is where you fill gaps the website doesn't cover, and where you can shape how the agent talks about your business. It's read the same way as crawled content — as source material to answer from — so treat it as a written brief, not a casual note. Good things to include: If your notes and any other source disagree, your notes win.
- Answers to questions you get asked often that aren't clearly written anywhere on your site
- Internal shorthand or product names spelled out ("when someone says 'the Pro plan' they mean...")
- Tone guidance: "Keep answers short and friendly", "Never discuss competitors", "Always mention the free trial when relevant"
- Anything that changes seasonally and won't be on the site yet (an upcoming sale, a temporary shipping delay)
Keep it organized under short headings or as a Q&A list — the agent handles structured, scannable text better than one long paragraph.
3. Adding files
Drop in anything your business knows — price lists, policies, brochures, FAQ documents, spreadsheets, emails, chat histories — in almost any format: PDF, Word, text, CSV, JSON, HTML, WhatsApp exports, or a .zip of them. WelcoChat works out what each file is. A PDF has to contain selectable text, not just a scanned image of a page. The size limits for your plan are shown right at the upload box.
Documents reach the agent word for word. If you add a very large pile of them, the biggest are condensed — keeping every price, number and condition — so that everything fits. “What your agent knows” on the setup page shows the exact text and lets you download it.
4. Past conversations teach the agent how your business really answers
If you've handled customer questions before — on WhatsApp, a previous live-chat or helpdesk tool, or email — add that history as files, exactly as exported. You don't need to clean or reformat anything: WelcoChat finds the customers' questions and your team's replies, replaces personal details (names, phone numbers, emails, birth dates, bank and passport numbers) with placeholders, and distils thousands of exchanges into the facts they contain — prices, rules, pick-up times, restrictions — with dates, so a newer answer wins over an older one.
- Export the history from WhatsApp, Messenger, your previous live-chat or helpdesk tool, or your mailbox — whatever format it gives you works
- Several exports can go in together, even overlapping ones — duplicates are recognised
- In a chat between two people, WelcoChat works out which side is your team; it asks only when it can't tell
This often captures what the website doesn't: the exact wording and the exceptions real visitors ask about. Names written inside free text can't always be detected automatically, so remove anything highly sensitive before you upload.
5. What to avoid
- Conflicting information. If your site says one price and a file says another, the agent follows this order: your Additional notes first, then the website and documents, then what was learned from old conversations — and among learned facts, the newest wins. Still, keep one source of truth per fact, and put corrections in your Additional notes.
- Huge, unfocused dumps. A 200-page internal wiki export with meeting notes and half-finished drafts mixed in makes it harder for the agent to find the actually-relevant answer. Curate before you upload.
- Anything you wouldn't want a visitor to potentially see verbatim. The agent answers by drawing directly on connected content — don't include internal pricing negotiated for specific clients, unreleased plans, or anything confidential.
6. A note on how answers are generated
The widget only displays plain conversational text — no Markdown formatting, no tables, no bullet lists render as such. Your source content can be formatted however you like (headings, bullet points, tables are all fine to write), but write your own "Additional docs" notes as plain sentences where possible, since that's closest to what the agent will actually produce back to a visitor.
7. Keeping it current
You can re-crawl your website, edit your notes, and add or remove files anytime from the setup page. Changes to notes take effect immediately; when you add or remove a file, WelcoChat rebuilds what the agent knows from the files that remain — seconds for documents, a few minutes for years of chat history. There's no downtime while it updates.