Training

Train your agent with accurate, current business knowledge

Training gives your Agent the information it needs to answer questions from Contacts accurately and consistently. During setup, Inrepli creates an initial source of knowledge from your website. You can then review, expand, test, and maintain that knowledge as your products, services, and business processes change.

Initial training and knowledge score

During setup, the Setup Agent scans your website for relevant sales and marketing information, categorizes the content, and adds it to your Agent Training automatically. The initial scan can include up to 100 of the most relevant pages from your website, including product and service pages, pricing information, case studies, FAQs, company information, and other public sales content.

That initial scan gives your Agent a strong starting point without requiring your team to add every source manually. After the scan, Inrepli reviews the quality and breadth of the information collected and produces a Knowledge Score.

The Knowledge Score shows how well your current Training covers the information Contacts are likely to request. The assessment may consider:

• Product information
• Pricing
• Customer examples
• Implementation details
• Policies
• Qualification information
• Other common inbound topics

Inrepli also identifies important gaps and recommends additional information that could improve the Agent's ability to answer Contact questions. A lower Knowledge Score does not prevent you from testing or publishing your Agent, but it does mean the Agent may not yet have enough information to answer some business-relevant questions.

Add more training content

You can expand your Agent Training through FAQs, websites, public links, and uploaded documents. Start with the sources that answer the questions your Contacts ask most often.

Review and approve FAQs

During setup, Inrepli creates an initial FAQ list based on common questions asked by Contacts in your industry. The Agent reviews your existing Training and adds draft answers when relevant information is available.

Review each draft answer before approving it. Edit incomplete answers, add missing details, and create new questions that are important to your business. Approved answers become available to the Agent immediately.

After approving an answer, use Agent Simulation to test how the Agent responds to that specific question. You can also use the Playground to test complete Conversations across supported Channels, including web chat, email, and WhatsApp.

Add websites and public links

Add more website content when relevant pages were not included in the initial scan. Inrepli can add:

• A complete website
• An individual page

Useful sources may include:

• Case studies
• Blog articles
• Product descriptions
• Service pages
• Help documentation
• Other sales materials

You can also add content from publicly accessible URLs, including public Google Docs. The source must be available without requiring a user to sign in.

Upload documents

Offline documents can be uploaded directly to Agent Training. Supported formats include PDF, PowerPoint, Word, and text documents.

Useful documents may include:

• Sales presentations
• Case studies
• White papers
• Pricing documents
• Product brochures
• Service guides
• Implementation materials

Update and maintain training

Sales, marketing, and product information can become outdated, so review your Agent Training regularly to make sure the Agent uses current and accurate information. Update approved FAQ answers when pricing, product details, policies, or business processes change.

You can also remove documents that are no longer accurate and upload new or updated versions. Removing a document prevents the Agent from using that document as a current Training source.

Rescan your website after major changes

Rescan your website after meaningful changes, such as:

• Adding new products
• Updating pricing
• Publishing new case studies
• Revising policies
• Making major changes to your website content

Training search also allows you to find references to a specific product, topic, statement, or term. After locating the relevant content, you can update or remove outdated information.

Review FAQs after source changes

Changes to websites and documents do not automatically update approved FAQ answers. After changing a Training source, review any approved FAQs that may depend on the previous information.

That review prevents the Agent from using an approved answer that conflicts with newer source content.

Knowledge gaps

Even after initial Training, Contacts may ask relevant questions that your Agent cannot answer. When the Agent cannot find enough information to answer a business-relevant question, Inrepli identifies a Knowledge Gap.

Inrepli can notify your team by email and add the unanswered question to your FAQ list. The related Conversation context is included so your team can understand the question and provide an accurate answer.

After your team answers and approves the new FAQ, the Agent can use that information in future Conversations. Inrepli only creates Knowledge Gaps for questions that are relevant to your business.

The following are not added to the FAQ list:

• Spam
• Unrelated questions
• Inappropriate requests
• Questions outside the Agent's intended purpose