A scan finds pages; published knowledge is what the agent can use in chat. Until you publish (and fill obvious gaps), replies stay thin or generic — even if the scan looks complete.
Treat the first answers as a short quality loop: publish what matters, ask real questions in Preview, then tighten Knowledge where replies miss the mark.
Prepare knowledge
- Open Knowledge for the website and review indexed pages from the latest scan
- Publish pages that should drive answers — pricing, policies, product or service pages, FAQs and contact guidance
- Leave out drafts, thin stubs and outdated pages you do not want quoted
- Add short FAQs or notes for questions your site never states clearly (hours, shipping, who to contact)
Tune the agent
- Open Assistant (or Agent) settings for the website
- Set tone and languages to match how you speak on the site
- Decide when lead capture and human handoff should appear
- Save changes before you run Preview
Preview with real questions
- Open Preview agent and ask questions visitors actually ask — not only perfect FAQ wording
- Check that answers cite the right pages and stay on-brand
- Note weak, empty or off-topic replies
- Fix those gaps in Knowledge (publish, edit or add a note), then preview again
What “good enough” looks like
- Core questions about what you offer, how to buy or book, and policies get solid answers
- The agent admits limits instead of inventing details your site does not have
- Lead capture or handoff appears when a visitor needs a person