Free text

Free text is knowledge you write yourself. It's the best place for the short, precise answers customers ask for most — delivery times, returns, opening hours, sizing, payment options — and for anything that isn't written down anywhere else. Each entry is its own source, so you can edit or remove one without touching the rest.

In the guided setup, free text appears as the Answers tab.

Add free text

1. 1

   Open Free text

   In the sidebar, click Sources, then Free text.

2. 2

   Open the editor

   Under Write a new source, click Add free text.

3. 3

   Give it a title

   In Title, name the topic, such as "Refund policy". Your agent may mention the title when it answers, so make it clear to a customer.

4. 4

   Write the content

   In Content, write the answer. Headings, lists, quotes and formatting are kept.

5. 5

   Save

   Click Add source. You'll see "Source added — training has started." Your agent can use it as soon as its status shows Trained.

Each free-text source can hold up to 200,000 characters. For anything longer, upload it as a document instead.

Edit free text

When a policy or price changes, update the source and your agent is retrained on the new version.

1. 1

   Open the source

   On Free text, click the source in the list.

2. 2

   Edit it

   Open the Actions menu and click Edit, change the Title or Content, and click Save changes.

3. 3

   Let it retrain

   You'll see "Source updated — retraining has started." While a source retrains, your agent doesn't use it. It answers from the new text as soon as the status is back to Trained — usually within a few minutes.

If a source shows an error, open it and click Train in the Actions menu to try again.

Write free text your agent can use well

• One topic per source. "Delivery times" and "Returns" work better as two sources than one long "Policies" page. Your agent finds focused sources more reliably.
• Lead with the answer. Put the key fact first: "We deliver within 3–5 working days in the UK." Then add the detail.
• Include the words customers use. If people say "shipping", "postage" and "delivery", use them.
• Be specific. Give exact times, prices, countries and conditions. Your agent can only be as precise as what you write.
• Say what to do when it doesn't apply. For example: "For orders outside the EU, a teammate will confirm the delivery cost."

For example:

Title: Returns and refunds

You can return any unworn item within 30 days of delivery for a full refund. Start a return from the link in your order confirmation email. Refunds reach your original payment method within 5 working days of the item arriving back with us. Sale items can be exchanged but not refunded.

Delete free text

Owners and admins can delete free-text sources. Open the source, click Delete in the Actions menu and confirm, or select several sources in the list and delete them together. Your agent stops using them straight away. This can't be undone.

Troubleshooting

"Add a title." or "Add some content."

Both fields are required. Fill in the missing one and save again.

"That's too long to train on"

The text is over 200,000 characters. Split it into several sources by topic, or upload it as a document.

"Not enough training storage"

Your plan's knowledge storage is full. Upgrade your plan, or delete a source you no longer need.

Next steps