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Training Your AI Agent with Documents, FAQs, and Knowledge

Give your AI Agent accurate information so it can answer callers confidently.

Emily avatar
Written by Emily
Updated over 2 months ago

Your AI Agent is only as good as the information you give it. By uploading documents and FAQs, you teach the Agent about your business so it can answer callers correctly.

Where to Add Knowledge

  1. Log in to Textedly and go to AI Agents.

  2. Click on the AI Agent you want to train.

  3. Open the Knowledge or Documents tab.

From here you can:

  • Upload files (They can only be PDF files)

  • Add FAQs (question-and-answer pairs)

  • Review, edit, or delete existing content

Uploading Documents

To upload documents:

  1. Click Upload Document or Add File.

  2. The only supported file type is PDF.

  3. Give each file a clear Name (for example, “Store Hours & Locations,” “Returns Policy,” “Membership FAQs”).

  4. Click Save.

Useful documents include:

  • FAQ sheets

  • Policies & procedures

  • Store or office locations

  • High-level service descriptions

  • Onboarding instructions for customers

Tip: Keep each document focused on a specific topic so updates are easy.

Adding FAQ-Style Q&A

FAQ-style questions and answers are a powerful way to guide your AI Agent.

  1. Upload a PDF document full of FAQs or Q&A.

  2. Enter a Question that a caller might ask in natural language:

    • “What are your hours?”

    • “Do you accept walk-ins?”

    • “Where are you located?”
      ​

  3. Enter a clear, concise Answer.
    ​

    • “We’re open Monday through Friday from 9am to 5pm Pacific Time.”
      ​

  4. Save, and repeat for additional common questions.

Write questions the way your callers speak, not just how you’d phrase them internally.

Remember to Keep Your Knowledge Up to Date

Whenever you:

  • Change hours

  • Add or remove locations

  • Update key policies

  • Launch new services

You should also update your AI Agent’s documents and FAQs.

To update:

  1. Go back to AI Agents → [Your Agent] → Knowledge/Documents.
    ​

  2. Edit or replace outdated files.
    ​

  3. Update FAQ answers as needed.
    ​

  4. Save your changes.
    ​

Then place a test call to confirm the Agent now gives the updated information.

Best Practices for High-Quality Answers

  • Keep text simple and clear.
    ​     Avoid internal jargon or abbreviations callers won’t understand.
    ​

  • Use real customer language.
    ​     If customers say “checkup” instead of “preventive appointment,” use their terms.
    ​

  • Focus on your top 20–30 questions first.
    ​     Start with the most common and important topics; refine over time.
    ​

  • Avoid overloading one document.
    ​     It’s better to have several specific documents than one giant file that mixes everything together.
    ​

Testing What Your Agent Knows

To verify that training is working:

  1. Call your Textedly number.
    ​

  2. Ask questions that relate to your uploaded documents and FAQs.
    ​

  3. Confirm that:

    • Answers match what you’ve provided
      ​

    • The Agent doesn’t guess or invent details that aren’t in your documentation

If you see an incorrect answer, adjust your documents, FAQs, or behavior instructions and test again.

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