Best Practices

Follow these best practices to maximize the quality of AI-generated responses and your team's productivity.

Knowledge Base

Provide Comprehensive Content

The AI can only reference content it has access to. The more relevant documentation you index, the better the responses.

• Add all sitemaps from your website, documentation, and help center
• Include FAQ pages — these directly map to common customer questions
• Add product-specific documentation and guides
• Include pricing and policy pages for billing-related queries

Keep Content Fresh

Outdated content leads to outdated responses. While Konrado.AI refreshes your web content daily:

• Update source pages when products or policies change
• Remove deprecated content from your website
• Monitor the Knowledge Base dashboard for crawl errors

Fix Crawl Errors

Regularly check the Errors count in the Knowledge Base dashboard. Common issues:

• WAF/bot protection blocking the crawler — whitelist Konrado.AI
• Pages returning 404 — update or remove dead URLs
• Authentication-protected pages — the crawler can't access gated content

Tweaking Instructions

Start Broad, Then Refine

Begin with general guidelines about tone and style, then add specific rules as you identify patterns in the AI's responses.

Be Explicit About Edge Cases

The AI follows instructions literally. If there are scenarios where it should behave differently:

## Refund Policy
- For refund requests within 30 days: Provide refund instructions
- For refund requests after 30 days: Politely explain the 30-day policy
- For requests mentioning legal action: Escalate to management immediately

Include Common Terminology

If your business uses specific terms, acronyms, or product names, define them in your instructions so the AI uses them correctly.

Team Workflow

Review Before Sending

Always review AI-generated responses before sending them to customers. The AI provides a strong starting point, but human oversight ensures accuracy.

Use the Browser Extension

The extension provides the fastest workflow — review and send responses without leaving the WHMCS ticket page. Make sure every team member installs it.

Monitor Reports Weekly

Check the Reports dashboard weekly to track:

• Adaptation rate — Are responses being used or discarded?
• Quality trends — Is response quality improving or declining?
• Volume patterns — Are there spikes in missed replies?

Iterate on Missed Replies

Regularly review the Missed Replies tab in Tickets. Each missed reply represents an opportunity to:

• Add missing content to the Knowledge Base
• Add specific handling rules in Tweaking
• Identify new common issues that need documentation

Integration Tips

Connect All Data Sources

The more integrations you connect, the more context the AI has:

• WHMCS — Customer and billing data
• Server panels — Real-time hosting account information
• Knowledge Base — Your documentation and help content

Test After Changes

After modifying integrations, use the Test Connection button to verify everything is working. A broken integration means the AI loses access to that data source.

Security

• Never share API tokens or webhook secrets
• Rotate tokens if you suspect they've been compromised
• Use role-based access (Admin vs. Member) to limit who can modify settings
• Review the Members page periodically to remove inactive users