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Training with Text

Paste or type text directly into your knowledge base. This is the fastest and most flexible way to add specific information, FAQs, policies, or any content that doesn’t exist as a file or web page.

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When to Use Text Training

Text training is ideal for:
  • FAQs — Add your most common questions and answers
  • Policies — Return policies, shipping information, terms of service
  • Product details — Specific product information or specifications
  • Company information — Business hours, contact details, location info
  • Quick updates — Temporary announcements or seasonal information
  • Custom responses — Specific answers you want the chatbot to give for certain topics

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How to Add Text

1

Go to your Knowledge Base

Open your agent’s dashboard and click the Knowledge Base tab.
2

Select the Text tab

Click on Text to see your existing text sources and the option to add new ones.
3

Click Add Text

Click the button to create a new text source.
4

Write or paste your content

Enter your content in the text editor. You can format it with headings, lists, and paragraphs for better organization.
5

Save

Click Save and Chatref will process your text. Wait for the training status to show Completed.

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Editing Text Sources

You can update your text content at any time:
  1. Go to the Text tab in your Knowledge Base
  2. Click on the text source you want to edit
  3. Make your changes
  4. Click Save
The chatbot will use the updated content once processing is complete.

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Deleting Text Sources

To remove a text source:
  1. Go to the Text tab
  2. Find the source you want to remove
  3. Click the delete button
  4. Confirm the deletion

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Tips for Effective Text Training

  • Use a Q&A format — Writing content as questions and answers helps the chatbot match visitor questions more accurately
  • Be specific — Instead of vague statements, include specific details like prices, dates, and names
  • Organize by topic — Create separate text sources for different topics rather than one large block of text
  • Keep it current — Update text sources when information changes
  • Use natural language — Write the way you’d explain things to a customer, not in bullet-point shorthand

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Example: FAQ Text Source

Here’s an example of well-structured text training content: 
What are your business hours?
We are open Monday through Friday from 9 AM to 6 PM Eastern Time.
We are closed on weekends and major holidays.

What is your return policy?
We accept returns within 30 days of purchase. Items must be in
original condition with tags attached. To start a return, email
[email protected] with your order number.

How long does shipping take?
Standard shipping takes 5-7 business days. Express shipping takes
2-3 business days. We ship to all 50 US states and Canada.

Do you offer international shipping?
Currently, we ship to the United States and Canada only.
We plan to expand international shipping later this year.
This format makes it easy for the chatbot to find the right answer when a visitor asks a related question.