> ## Documentation Index
> Fetch the complete documentation index at: https://help.verbu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent knowledge and training

> Add your website, FAQs, and documents so your agent can answer real customer questions.

Your agent learns about your business the same way a new employee would — by reading what you put in front of it. The more relevant the source material, the better the answers.

You'll find this under **Answer FAQ → Knowledge** on your agent.

## What you can add

<CardGroup cols={3}>
  <Card title="Your website" icon="globe">
    Paste a URL and Verbu reads through your public pages so the agent knows what you offer, your prices, opening hours, and the rest.
  </Card>

  <Card title="FAQ entries" icon="message-square">
    Short, hand-written question-and-answer pairs. Best for the things callers ask every day.
  </Card>

  <Card title="Documents" icon="file-text">
    Upload PDFs, price lists, or internal notes the agent should be able to reference.
  </Card>
</CardGroup>

## Which to use when

* **Use your website** for the broad picture: who you are, what you sell, where you're located. It's the lowest-effort starting point — paste the URL and you're done.
* **Add FAQ entries** for the questions you answer over and over. They give you the cleanest, most predictable answers because you wrote them yourself.
* **Upload documents** when the answer lives in a document already — a price list, a service catalogue, a policy. Anything you wouldn't bother re-typing.

You can mix all three. The agent will pick the most relevant source for each question.

## Adding your website

1. Click **Add source** and pick **Website**.
2. Paste your homepage URL — for example `https://www.acme.com`.
3. Verbu reads through the linked pages. This takes a few minutes the first time.
4. Once it's done you'll see how many topics it found.

Verbu re-reads your website automatically. If you just published something new and want the agent to know about it right away, click **Refresh now**.

<Tip>
  Only public pages are read. Anything behind a login won't be picked up.
</Tip>

## Writing good FAQ entries

A FAQ entry is just a short question and a short answer. Keep both natural — write them the way a real customer would ask, and the way you'd actually answer.

Good:

> **Q:** Do you deliver on Saturdays?
> **A:** Yes, we deliver Monday to Saturday between 9 and 17. Sundays are closed.

Less good (too vague):

> **Q:** Delivery
> **A:** See website.

Tips:

* One question, one answer. Don't bundle three questions together.
* Keep the answer one or two sentences. Long answers sound rehearsed when read out loud.
* Use the words your customers use — not your internal jargon.

## Uploading documents

Click **Add source** and pick **Document**. PDF, Word, and plain text all work. The agent breaks the document into searchable chunks behind the scenes — you don't need to do anything special.

Avoid uploading huge documents where only a small part is useful. If you have a 200-page handbook and only chapter 4 is relevant, paste chapter 4 in as a custom source instead.

## How the agent decides what to say

When a caller asks a question, the agent searches everything you've added and picks the most relevant snippet. It uses that snippet to write an answer in its own words — it doesn't read your text out verbatim.

That means:

* Your FAQ entries don't need to be word-for-word what the agent will say
* The agent can answer questions that aren't *exactly* in your sources, as long as the answer is implied
* If nothing relevant turns up, the agent says it doesn't know rather than guessing

## Keeping things accurate

* **Review the analytics.** Each FAQ source has a usage panel showing how often it's been used. Sources nobody uses are candidates for deleting; sources used a lot are candidates for cleaning up.
* **Refresh after big changes.** New pricing, new opening hours, new product? Refresh the source so the agent stops giving stale answers.
* **Test the awkward cases.** Use the **Test** button and ask the questions you're most worried about getting wrong.

## Common scenarios

<AccordionGroup>
  <Accordion title="The agent says 'I don't know' too often">
    You probably don't have enough sources, or your sources don't cover what callers actually ask. Look at the call history, find the questions that got an "I don't know", and add a FAQ entry for each.
  </Accordion>

  <Accordion title="The agent gives outdated information">
    Refresh the source. If the information lives on your website and you updated the page, hit **Refresh now**. If it's in a FAQ entry, edit the entry directly.
  </Accordion>

  <Accordion title="The agent answers something it shouldn't">
    Either narrow the sources (remove pages that contain the off-limits information), or write a FAQ entry that explicitly tells the agent how to handle the question — for example, "If a caller asks about pricing, say we'll send a quote and ask for their email."
  </Accordion>

  <Accordion title="We have information in multiple languages">
    Add the sources in each language you want the agent to answer in. The agent will pick the right language source based on what the caller is speaking.
  </Accordion>
</AccordionGroup>

## Next steps

* Tune how the agent says things in [Pronunciation](/en/agent-behaviour/pronunciation)
* Connect a booking or calendar tool under [Integrations](/en/integrations) so the agent can do more than just answer questions