Text Snippets Training

Text snippets let you paste freeform text content that your chatbot should learn from. Use them for policies, procedures, service area details, or any structured reference content that isn't on your website.

How to get there: Go to Setup → AI agent in the top menu → click your chatbot → Training → Knowledge → Add source → Text.

Adding a Text Snippet

  1. Choose Text
  2. Enter a title (e.g., "Return Policy", "Service Area", "Operating Hours")
  3. Paste your content in the text field
  4. Click Save

The snippet is automatically processed and your chatbot learns from it. A status badge shows the progress: training in progress, ready to use, or action needed.

When to Use Text Snippets

Text snippets work best for content that doesn't live on your website or that you want to provide in a more focused way:

  • Detailed policies or procedures
  • Background information about your organization
  • Instructions on how the chatbot should handle specific situations
  • Service area details, operating hours, pricing breakdowns
  • Topic guides for the chatbot to reference

Writing Good Snippets

Include context and instructions, not just bare facts. The chatbot needs to know what to do with the information.

Instead of:

Stamford, Norwalk, Darien, Greenwich, New Canaan, Weston, Westport, Wilton

Write:

The Rowan Center ONLY serves these 8 towns in Lower Fairfield County: Stamford, Norwalk, Darien, Greenwich, New Canaan, Weston, Westport, and Wilton. If someone is from outside this area, let them know we cannot directly serve them but help them find local resources.

You can use section markers (e.g., <service_area>...</service_area>) to organize content within a snippet. The system keeps each marked section together so information doesn't get split up.

Managing Snippets

The Knowledge list shows each snippet with its title and status. Expand Training space for credit details. You can:

  • Edit a snippet's title or content (saving triggers reprocessing if the content changed)
  • Delete a snippet to remove it from training
  • Tag snippets if content tagging is enabled
  • Search by title, content, or tags

Page Credits

Text usage is calculated from pooled characters, rounded up per 5,000 characters. Text-entry limits also apply. See Training credits for plan limits.