Chatbot
The chatbot is a text assistant on your website that answers customer questions from the material you give it: FAQs, product descriptions, return rules. That keeps it factual — and when it doesn't know something, it says so instead of inventing an answer. You build and test the knowledge base yourself, and we switch the finished chat window on for you from our side.
What it's for
- Who it's for: support, sales and marketing teams who want to handle repetitive customer questions without manual work.
- Use it when: customers keep asking the same things (delivery, returns, hours, availability) and you want your site to answer them instantly, in your own words and from your own facts.
- If you prefer to answer calls and book appointments by voice, use the Voice agent module instead.
Info
The chatbot answers only from what you give it: your documents and your general company profile. When the base has no answer, it says it doesn't know — it never invents prices or rules.
Before you start
- Permissions: a role that can use services (member and up). Managing the knowledge base and copying the site snippet may require a role that can manage settings.
- Module enabled: "Chatbot" must be active for your company. If it's not in the menu, contact your WebImpact manager.
- What to prepare: short, focused content to paste as plain text — returns, delivery and opening hours each on its own. You don't need it all at once; you can grow the base over time.
How to use the module
- Open Chatbot from your company menu.
- Build the knowledge base — add it one document at a time. Each has a title and plain text you paste in. Short, single-topic entries work best (one topic = one document).
- Test the assistant in the chat window — type questions the way a customer would. A few ready-made suggestions are there to get you started. This window is for testing: the conversation isn't saved and starts over when you reload the page.
- Improve the base from the answers — if the assistant is vague or says it doesn't know, add the missing information as a new document. Delete anything out of date. Changes take effect with the very next question.
- Embed the chat on your site — once you're happy with the answers, the panel gives you a short piece of code to paste into your site. Pass it to whoever looks after it. We switch the chat window on from our side, so tell us when you want it live.
Wskazówka
First time here? Launch the Tour (the "?" button in the panel) — it walks the screen step by step. This page covers what the Tour doesn't: building the base, limits and troubleshooting.
Where the chatbot gets its answers
| Source | What it adds | Who sets it up |
|---|---|---|
| Your knowledge base | Specific facts: FAQs, returns, delivery, hours, availability | You — document by document |
| Company profile | General context: what you do, what you sell, how you speak to customers | WebImpact, on our side |
Uwaga
A lean base beats a huge one — the assistant leans on the most recent entries. Delete out-of-date documents so it stops quoting old prices or rules.
Knowledge base — good practice
- One topic = one document. Returns, delivery and hours each on their own. Easier to follow, easier to update.
- Keep it short and specific. Not a long policy page — a concise answer to the question customers actually ask.
- Keep it current. Prices or rules changed? Edit the document. The change applies from the next question.
- Test after every change. Ask the chat window a question that used to answer poorly, and check whether the new document helped.
Limits and notes
- The test window doesn't save conversations. It starts over on reload — it's only for checking answers.
- Going live happens on our side. Your company pastes the snippet, but we switch the chat window on — let us know when it should be visible to customers.
- Personal data: anything customers type in the conversation is subject to GDPR rules.
Common problems
| Symptom | Cause | What to do |
|---|---|---|
| Assistant is vague or says "I don't know" | No document holds that information | Add the missing knowledge as a new document and test again |
| Quotes an old price or outdated rule | An out-of-date entry is still in the base | Delete or edit that document — the change takes effect at once |
| Module not in the menu | Service not active for the company | Ask WebImpact to enable "Chatbot" |
| Can't manage the base or copy the code | No role that can manage settings | Ask your WebImpact manager for the right permission |
| Have the code, but no chat on the site | The chat window is switched on from our side | Tell us when it should go live — we'll enable it for you |
Related pages
- Voice agent — the same company knowledge, but over the phone and with appointment booking.
- Security and GDPR — how we protect conversation content and customer data.
- Organizations and workspace — where to find your modules in the company panel.