Keyda How the bot answers
Worth two minutes of your time, because it explains why the bot behaves the way it does — and why it sometimes refuses.
The order it looks in
- Your saved answers. If the question closely matches one you saved, the customer gets your words. No AI involved, nothing reworded.
- Your business details. Hours, address, policies and payment methods from the Train form are given to the AI as facts.
- Your content. We search your website pages and documents for the passages most relevant to the question and hand those over too.
The AI then writes an answer using only those materials.
What happens when it does not know
If your content does not cover the question, the assistant does not guess. It replies with your fallback message and shows the contact you configured — your phone, email or WhatsApp.
The question is then recorded in Unanswered, with a count of how many people asked it.
This is the single most important behaviour in the product. A bot that invents a return policy costs you a customer; a bot that says "let me put you through" does not.
Languages
The assistant replies in the language the question was written in — English, Hindi or Hinglish. A customer who types "bhai delivery kitne din me hoga" gets a Hinglish answer.
Why an answer might be wrong
- Your content says something different from what you meant. Search your sources for the phrase and fix it, or add a saved answer, which outranks everything.
- The website page could not be read. Some pages are built entirely by scripts and read as blank. Upload a document instead, or type the key facts as saved answers.
- The document was long. Very large files are read up to a limit; you will see a note on the source when that happens. Split it into smaller documents.