Use current, clearly structured reference content that answers one task at a time. Remove conflicting instructions and test whether the chatbot can retrieve the intended answer.
Before you begin
Assign an owner for each policy or product subject and confirm which version is current.
Step by step
- Write each source around a specific question or task. Start with the direct answer, then explain the steps and exceptions.
- Use the same product labels customers see in the app. Separate different plans or versions instead of mixing their instructions.
- Remove expired offers, duplicated policies, private credentials, and internal-only comments before uploading.
- Add sources to an appropriate collection, then test a direct question, an ambiguous question, and a question the source cannot answer.
- Record which source needs correction when a reply is wrong. Update the underlying guidance rather than only changing the bot’s tone.
What to check
The collection has a clear source of truth for each subject, and your test set reveals where a human handoff or content update is needed.
Need to troubleshoot?
The bot gives two different instructions
Look for contradictory or outdated source entries.
A customer-facing article changed
Check whether the corresponding AI source was updated too. WordPress publishing and AI source ingestion are separate workflows.