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

Your bot has a language of its own, chosen on Install → Language your bot speaks. The chat window — its button, placeholders and notices — is drawn in that language, and the bot answers in it by default. Thirty languages are available, from English, Hindi and Hinglish to French, Arabic, Japanese and Brazilian Portuguese. Write your welcome and fallback messages in the language you pick.

Then there is the visitor. By default the bot mirrors whoever is typing, message by message: a French shop's bot answers an English question in English and the next French one in French. A customer who types "bhai delivery kitne din me hoga" gets a Hinglish answer whatever the bot's own language is. Prices, names, times and links stay exactly as you wrote them; only the wording around them changes.

If you would rather always be able to read what your bot says, switch If a visitor writes in another language to Always reply in … and every answer stays in your language.

Two things to know. Your saved answers are repeated word for word, so they come out in the language you wrote them in. And a message that shows no language at all — a product name, a number — is answered in the bot's own language.

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.