Train your chatbot

Training is where you save the questions that matter to your business. Each trained question can recognize several kinds of customer wording while still using one consistent answer strategy.

#How Training works

Open Training in the IdeaLogic dashboard. The two everyday views are arranged around a simple workflow:

• Questions organizes trained questions and the Unmatched review queue.
• Test Bot lets you ask customer-style questions and inspect the answer and sources.

#1. Add a customer question

Choose the chatbot you want to train, stay on All questions, and select Add question.

#2. Enter the customer question and click Search

Type the question exactly as a customer might ask it, then select Search.

Searching first prevents duplicate questions. When two questions are intended to produce the same behavior, keep one trained question and add the other wording as a matching phrase.

#3. Create the question

If none of the suggested questions mean the same thing, select Create new question. Review the primary phrasing, add a few natural variations, and then select Create question.

#4. Add and refine matching phrases

After creation, IdeaLogic opens the full question editor. Its Matching panel uses three tools to decide what should—and should not—match:

Primary phrasing

The question title displayed in Training and the clearest example of the customer’s intent.

Other matching phrases

Natural variations that should be treated as the same question.

Should not match

Similar-looking questions that have a different meaning and need separate behavior.

#5. Control the answer

By default, IdeaLogic uses the chatbot’s assigned knowledge and instructions to answer. Turn on Specific answer when a question needs more control.

Choose the answer style that fits the situation:

• Use exact response sends the answer as written.
• Use wording closely keeps the same meaning and phrasing while allowing small adjustments.
• Use naturally as guidance treats your answer as the source of truth but responds conversationally.

#6. Control knowledge sources

Pin one or more sources when they contain the best information for a question. Pinned sources are prioritized during retrieval.

Turn on Restrict to pinned sources only when the answer must come exclusively from those sources. A restricted question with no pinned sources will return no sourced results.

#7. Save and test your chatbot

Select Save changes, open Test Bot, and try several customer-style variations:

• Ask the primary phrasing once.
• Try at least two matching phrases with different wording.
• Try a nearby question that should not match.
• Inspect the answer and its sources, then adjust the question if needed.

#Review unmatched questions

A question appears in Unmatched whenever it did not match a trained question—even if the AI still produced an answer. Questions from live chats and Test Bot are included and grouped by similar wording.

Open an unmatched group and choose the most appropriate action:

• Attach it to an existing question as additional matching wording.
• Create a new trained question when it represents a distinct customer need.
• Leave it unmatched if it is irrelevant or too rare to justify new behavior.

#Training best practices