Setting up AI Chat: uploading files and configuring prompt preferences

The AI automatically crawls your website, but not all useful information is available online. Think of:

• Internal price lists or discount structures
• Detailed product specifications too long for a web page
• Frequently asked questions you track internally but have never published
• Terms of service, warranty documents, or manuals

By uploading these documents as PDF or text files, you give the AI access to information visitors would never find on your site themselves — but do ask about. The result: accurate answers, even to detailed questions.

Start with the files that answer the most questions. In practice, for most businesses these are:

1. FAQ document: the 20 most asked questions from customers, with detailed answers
2. Product catalogue or price list: specifications, variants, prices and availability
3. Delivery info and return policy: delivery times, costs, conditions
4. Contact information and opening hours: who is reachable, when and how

Upload your files as PDF or .txt. Wappy processes the content and makes it available to the AI. Note: the clearer and more structured your document, the better the AI can use it. Bullet points and clear headings work better than continuous text.

Prompt preferences determine how the AI behaves in conversations. You give the AI instructions such as:

• The tone of responses (formal, informal, enthusiastic)
• What the AI may or may not say (never quote prices without consultation, always refer to an advisor for complex questions)
• Specific instructions per situation (on warranty questions, always link to the warranty page)

You set prompt preferences as free text in the Wappy dashboard. Think of it as "instructions to a new employee" — everything you would tell a new colleague about how to speak to customers, you can also tell the AI.

In addition to files, the AI also learns from your website via auto-crawl. There are three settings:

• Manual (Starter): you start a crawl yourself when you have made changes to your site
• Weekly (Business): Wappy crawls automatically every week, so changes in prices or offerings are processed quickly
• Daily (Enterprise): ideal for webshops with daily changing stock or prices

More about setting up auto-crawl and what the AI actually crawls: Setting up auto-crawl for your AI Chat.

Test your AI Chat by starting a conversation yourself via the WhatsApp link on your website. Ask questions your customers also ask:

1. Good answers? Then the knowledge base is complete enough
2. Uncertain or vague answers? Add more detailed files or clarify your FAQ document
3. Wrong tone? Adjust your prompt preferences — be more specific about what you want
4. Missing information? Check whether the page has been crawled or add a file

Optimise in the first week based on real conversations. The AI does not improve on its own — but with good input it gives excellent answers.