Choose real questions
Open Brain → Q&A and begin with questions your customers actually ask. Specific questions retrieve more reliably than broad headings such as “Everything about delivery”.
Good examples include “Can this product be used outdoors?” or “Which information do you need before preparing a quote?” Each answer should address the question directly and describe any conditions or exceptions.
Write the answer
- Confirm the website.
- Add the question in ordinary customer language.
- Write a complete, approved answer.
- Include relevant restrictions, eligibility conditions or next steps.
- Save and keep the record active only while the answer is current.
Use one clear policy as the source of truth. If delivery times depend on stock or location, say so rather than giving a universal promise. Link to an approved public page when that helps the customer complete the next step.
Test before public use
Relay can use active Brain records for customer-facing responses. Test common questions and alternative phrasings in its private preview. Include a question that is outside the supplied knowledge to check the fallback behaviour.
A successful test means the answer was useful in that context. It does not prove every possible wording or edge case is covered. Keep checking real conversation evidence after public chat is enabled.
Fill gaps without duplicating answers
Brain Recommendations can collect unsupported questions from completed public Relay replies. Review the question, check whether an answer already exists and write an approved reusable response where needed.
A matching Q&A, including an inactive record, can block creation of a duplicate. Update or reactivate the existing record when appropriate. Ignore irrelevant questions using the recommendation controls; do not train the bot on every unusual visitor request.