Why it matters
A general chatbot fills gaps with guesses. Yours shouldn't.
A chatbot that answers from general knowledge will happily invent an opening time, a price or a service you don't offer. Part of the reason is how these models are made: a 2025 paper by Kalai and colleagues argues that the way language models are trained and tested rewards guessing over admitting uncertainty.
And the business pays for the guess. In 2024 a Canadian tribunal ordered Air Canada to compensate a customer its website chatbot had misinformed about bereavement fares, ruling that it makes no difference whether wrong information comes from a static page or a chatbot. The same year, The Markup found New York City's own business chatbot telling owners they could take a cut of their workers' tips.
Yours works the other way around. It starts from what your own website says, keeps each fact with the page it came from, and is told to answer only from those facts, the answers you've written, and your own wording quoted word for word. How it works shows each step.
When a question isn't covered, it doesn't improvise. It tells the customer someone will get back to them, asks how to reach them, and passes the question to you.
Sources: Kalai, Nachum, Vempala and Zhang, "Why Language Models Hallucinate", arXiv, September 2025; Moffatt v. Air Canada, 2024 BCCRT 149, Civil Resolution Tribunal of British Columbia, February 2024; Lecher, "NYC's AI Chatbot Tells Businesses to Break the Law", The Markup, March 2024
How it works
From your website to a working assistant
It reads your website and documents
Up to 10 pages right away, favoring your services, prices, areas, contact and FAQ pages. Paid plans learn from more of your site, up to 200, 1,000 or 2,500 pages, and every plan reads any PDF, Word or text files you upload.
It pulls out the facts customers ask about
Services, prices, hours, the area you cover and the other details your kind of business gets asked about, each kept with the page it came from.
You fill the gaps
Knowledge lists what your website never says. Answer it once as an FAQ, correct any fact, and your answers outrank your website from then on.
What it does
Built to be accurate first and helpful second
Your answers come first
An FAQ or correction you write beats anything on your website where they disagree, and survives every re-read of your pages. So do the holiday closures you add and the list of ZIP codes and towns you serve: on a day you've marked closed it says so, and your list decides whether a customer's ZIP code is in your area.
Quotes your wording when its facts run out
If no fact covers a question, it looks for a paragraph on your pages or documents that answers it and may only quote that wording, not reword it. A paragraph that nearly answers isn't enough: the question comes to you.
Shows what an answer was based on
Replies show a light "Based on" note naming the fact or page behind them. A quoted page is linked, so customers can check it for themselves.
Never invents a price
It quotes a price only if your website, your documents or your answers state it. Otherwise it says the price depends on the job and takes the details. Switch price quoting off and prices are held back from its facts and from any wording it quotes.
Knows your kind of business
Each of 25 business types, plus a general one, sets which details it looks for and the rules it follows, like sending a gas smell to 911 first or never collecting health details.
You choose what it reads
Pick which pages it keeps, add pages, or import your sitemap: 10 pages on Free, up to 2,500 on Pro. Upload up to 20 documents, 4 MB each. Add up to 100 FAQs. Re-read your pages when your website changes.
Replies in the customer's language
It answers in the language the customer writes in, from the same facts.
In practice
What it does with a question it can and can't answer
- Do you repair furnaces in Denver?
- Yes, we repair and service furnaces across Denver and the surrounding suburbs.
Answered from the services and area facts, with a "Based on" note
- Can you do the heating in our office building too?
- I don't want to guess on that one. I'll have someone from the team confirm. What's your name and the best number to reach you?
Not in its facts, so it asks for details instead of guessing
- Asked for you: Can you do the heating in our office building too?
What it won't do
Where its knowledge stops
It's deliberately narrow. Knowing these limits is how you get accurate answers from it.
- It reads PDF, Word and text files, but not scans or photos of documents, and it doesn't import from Google Docs or Notion.
- It can't read pages that need a login, or pages built entirely in JavaScript or images.
- It re-reads your website once a week, or once a day on Growth and Pro, not the minute you edit it. Re-read it from Knowledge when a change can't wait.
- It finds the paragraph to quote by matching the customer's words to yours, so a question worded very differently from your page may come to you instead. An FAQ covers that.
- It only reads your own domain and its subdomains, not your social media or directory listings.
Questions
Custom chatbot questions
How much does a custom chatbot cost?
A chatbot built for you by a development agency is a project with its own quote. Ours is a monthly plan instead: a Free plan with 100 customer messages a month and no card, and paid plans from $19 a month. There's no setup fee. Compare the plans.
How do you train an AI chatbot on your own website?
With ours you don't train anything. Paste your website address and it reads your pages, pulls out the facts customers ask about and answers from them. You improve it by correcting facts and adding FAQs, which takes effect right away.
What is a knowledge base chatbot?
A chatbot that answers from a set of information you control, instead of from whatever a general AI model learned. Ours builds that set from your website and the answers you write, and hands over anything it doesn't cover.
What's the difference between a chatbot and an AI chatbot?
A rules-based chatbot follows buttons and scripts someone wrote in advance. An AI chatbot understands questions in everyday words and writes a reply. Ours is an AI chatbot held to your own facts.
What happens when it doesn't know the answer?
It tells the customer someone will get back to them, asks for their name and a way to reach them, and alerts you. The question also appears on your dashboard so you can answer it once as an FAQ.
Can it answer from documents or PDFs?
Yes. Upload a price list, menu or brochure as a PDF, Word (.docx), text, CSV or Markdown file, up to 20 files of 4 MB each. It's read into the same facts as your website. When it quotes a document, the "Based on" note names the file but doesn't link it, since customers can't open it. We keep the text, not the file; the security page lists what's stored.
How do I keep its answers up to date?
While it's in use, it re-reads your website every week, or every day on Growth and Pro, and emails you when something customers are quoted has changed. To pick up a change sooner, re-read your pages from Knowledge, and edit any fact or FAQ directly. Your own answers are never overwritten by a re-read.
Keep exploring
Other features
- Lead alertsNew leads emailed to you in seconds, with where they came from.
- BookingsYour booking page or Google Calendar, right in the chat.
- Handoff to youPasses the conversation to you when a person should answer.
- Test and correctCheck its answers before customers see them.
- ResultsWhat it adds, measured against visitors who never saw it.
- Chat widget and pageA chat bubble for your site and a link to share anywhere.