Training pairs
A training pair is one question and the exact answer you want back. Files teach your bot the general shape of your business. Pairs are for the answers that have to come out word for word.
Which one should I use?
Upload a file when the information is long and you do not mind how it gets worded. Write a pair when getting it wrong costs you money: prices, delivery areas, refund rules, opening hours. Most businesses need both.
Before you start
- You need the Editor role or higher.
- Open Chatbot Data in the sidebar, then the Training Pairs tab.
Write a pair
Two boxes. The first is what a customer might say, the second is what your bot should reply.
You do not need a pair for every way of asking. Write it once, naturally, and your bot can understand any rephrase, similar sentences and meanings.
Write it so your bot can find it
Your bot reads the whole list of pairs you have written and picks one by its question. Three things follow from that, and they are the difference between a bot that answers well and one that does not.
The question is what gets matched. Write it the way a customer types it.
Your bot leans on the question that shares the most words with the customer's message. So Magkano ang delivery sa QC? will beat Delivery fee information for someone who typed "magkano delivery". Use the words your customers use, in the language they use them.
Keep your questions clearly different from each other.
When two pairs look alike, your bot has to guess between them. Delivery fee and Delivery charges are the same question written twice, and they make each other worse. One question, one pair.
Put what makes this answer different in the first sentence or two.
When your bot is deciding between two similar pairs, it only skims the opening of each answer. Your customer still gets the whole thing, but the detail that tells the two apart — the city, the product, the price — needs to be near the top rather than buried at the bottom.
Your customer gets exactly what you typed
Your bot does not reword your answer, shorten it, or translate it. It sends what you wrote, line breaks and image included. So write it ready to send: no notes to yourself, no half-finished sentences, nothing you would not want a customer to read.
Group them with intents
An intent is a colour-coded label for pairs that are about the same thing, like Delivery or Refunds. Type a new name into the intent box to create one on the spot, and rename it later without touching the pairs. Intents are for you, not your bot: they keep a long list manageable, and they do not change which answer it picks.
Delivery
Menu and prices
Refunds
Search or type a new intent...
Make one answer do more
Each pair has three switches most people never find. They are worth knowing about.
Advanced Options
Notify Agent
If this option is toggled on, the chatbot will notify agents, users, and people of the necessity of their intervention.
Attach Image
Attaching an image to a Training Pair will make the chatbot send that image along with its response to the user for a more context-filled response.
Locked Content
You do not want some questions answered until there is a form of validation or authentication. Setting a code for locked content will make sure that only when a user gives a specific input can the chatbot give the information related to this training pair.
You cannot delete your last pair
Every bot keeps at least one training pair, so the delete button is switched off when only one is left. Add the replacement first, then remove the old one.
Check that it worked
The chips at the top of the page count your Pairs, Intents and Files, and show when the bot was last trained. Then open Playground and ask your question a different way than you wrote it. If it comes back right there, customers will get the same answer.
Did this fix it?
If your bot still gives the wrong answer, tell us what happened. You do not need to be signed in.