Best Practices

Use these tips to improve your Website Support Agent's answer quality and visitor experience. Learn how to prepare clear training content, keep your sources consistent, and fill knowledge gaps from unanswered questions.

What Makes a Good Website Support Agent

A good Website Support Agent helps visitors get useful answers from your website, documents, and FAQs, then points them to the right next step, such as booking, requesting a quote, contacting the business, or viewing the right service page. It should not invent details, guess policies, or make decisions on behalf of your business.

A strong agent should:

Answer based only on the data you provide, such as your website, documents, and FAQs
Present responses in a clear, easy-to-scan format
Avoid guessing or making up answers, and guide visitors to your team when human help is needed
Accurately understand each visitor's intent and provide the right answer, page, or guidance

Prepare Your Training Content

Your Website Support Agent works best when it understands how your business operates, not just what your FAQs say. Before training, give it the context a front-desk team member would need to explain your services, answer confidently, and guide visitors to the right next step.

Include details such as:

Services you offer
Pricing, starting prices, or price ranges
Contact information, such as phone, email, or preferred contact method
Business hours, location, and service area
Policies such as cancellations, deposits, refunds, or no-shows
Preparation, aftercare, or next-step instructions

Training Tip: The more relevant information you provide, the better your Website Support Agent can help.

Keep training content clean and consistent

Use current, customer-facing information only. Before training, review your website, documents, and FAQs so your agent does not learn conflicting details.

Make sure pricing, hours, contact information, address, service area, and policies match across every training source.
Remove or update old PDFs, outdated price sheets, expired promotions, and old FAQ answers before uploading.
Upload only information you would be comfortable showing to a customer. Keep internal notes, drafts, and outdated policies out of training.

Make your sources easy to read

CatchWhen works best with clear, readable text. If a website page, PDF, or document is mostly images, unclear tables, or hard to scrape, your agent may miss important details. When needed, add the information as plain text in a document or FAQ.

Weak source example:

We offer facials and laser services. Pricing depends. Booking may be available online. Preparation and aftercare depend on the service. Cancellation rules may apply.

Clear source example:

Service: Signature Facial

Best for: Hydration and general skin maintenance

Price: Starts at $120

Booking: Book through the appointment page or call the front desk

Preparation: Arrive with clean skin and avoid strong exfoliants for 24 hours before the appointment

Aftercare: Avoid heavy exfoliation the same day

Cancellation policy: 24-hour notice required

Note: CatchWhen currently cannot process images, videos, or non-textual elements in documents.

Fill Knowledge Gaps from Unanswered Questions

After your Website Support Agent starts receiving conversations, review the Unanswered Questions section in your dashboard. These topics show where visitors asked for information your agent could not answer clearly. Adding the right answer helps your agent respond more accurately when future visitors ask similar questions.

Use it to improve future answers:

Click Answer next to the question.
Write the answer you want future visitors to receive.
Save it as an FAQ so your Website Support Agent can use it for similar questions.
If the same topic appears often, also update the related website page or document.