Training Your Agent

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Step one

What your agent can learn

Your Chime agent can be trained on anything that would change how you'd respond to a customer question. The scope is much broader than most people initially expect — it's not just your menu or price list, but the full operational context of your business.

Everything below can be taught to your agent. The more comprehensively you train it, the fewer times it will need to escalate a conversation to you or give a vague non-answer.

Services & pricing

Full menu, packages, rates

Hours & location

Opening times, holidays, address

Booking rules

Lead time, availability, limits

Policies

Cancellations, refunds, deposits

FAQs

Common questions, answers

Current specials

Promos, seasonal offers

Pro tip

Don't try to be exhaustive at first. Start with the 20 questions you get asked most often. That alone handles 80% of conversations. You can always expand the knowledge base later as you identify gaps through real conversation reviews.

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Step two

Uploading your business knowledge

Navigate to Training, then Knowledge Base in your dashboard. From here you can upload files directly, paste text into the editor, or enter a URL for Chime to scrape your website. All three methods feed the same underlying knowledge base — your agent doesn't distinguish between how information arrived.

Chime accepts PDFs, Word documents, images (including photos of printed menus or handwritten notes), plain text, and scraped webpage content. The parser handles formatting automatically, extracting the relevant facts and relationships without requiring you to structure anything specially.

Training → Knowledge Base

PDF, Word, images, text, or website URL

Pro tip

Your booking policy, cancellation terms, and refund policy are especially important to include explicitly. These are the questions customers ask most often and the ones where a wrong or vague answer causes the most friction — both for the customer experience and for your operational workflow.

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Step three

Setting behavioral rules

Behavioral rules define what your agent does — and equally importantly, what it doesn't do. These rules operate on top of your knowledge base, governing how your agent handles edge cases, sensitive situations, and scenarios that should involve a human.

Rules are written in plain language. You specify a trigger condition and an action. Common triggers include mentions of specific words, booking values over a threshold, requests your agent can't confidently answer, or any scenario you want human oversight on.

Rule examples

If customer uses the word "complaint", "issue", or "disappointed"

Then Apologise and escalate to owner immediately via push notification

If booking value is over $500

Then Confirm availability but hold final confirmation pending owner approval

If customer asks about refund

Then Share cancellation policy and cc owner on the conversation thread

Pro tip

Be specific in your rule conditions. "Escalate if it seems like a problem" is too vague for your agent to act on reliably. "Escalate if the customer uses the word 'complaint', 'issue', or 'disappointed'" gives the agent a concrete, consistent trigger it can enforce every single time without ambiguity.

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Step four

Reviewing and correcting conversations

In your Chime dashboard, you can view every conversation your agent has had, in full. Any conversation where the agent's response was suboptimal can be flagged. When you flag a response, you're prompted to add a note explaining what the better answer should have been — your agent incorporates this and updates its behaviour accordingly.

The correction mechanism is how your agent becomes genuinely excellent over time rather than merely adequate. Early on, there will be gaps. The correction review loop closes those gaps faster than any amount of upfront training.

01

Agent responds to a customer conversation

02

You review and flag any responses that were off

03

You add a note on what the correct answer is

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Agent updates its knowledge and applies the correction

Pro tip

Set aside 10 minutes once a week to review flagged conversations. This compounds over time — agents get noticeably sharper after just a month of regular corrections. The biggest quality gains happen in the first four weeks. After that, the correction frequency typically drops significantly as coverage gaps close.

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Step five

Keeping knowledge current

Your agent's knowledge is only as good as your last update. When your menu changes, prices update, hours shift, or you introduce a new service — your agent needs to know about it. Stale information is the most common cause of poor agent performance in businesses that have been running Chime for a while.

Updates are simple. Navigate to Training, then Knowledge Base, find the relevant entry, and edit it directly. Changes are processed and go live within under a minute. You can also re-upload an entire document if you've made widespread changes — Chime will merge the new information with existing entries intelligently.

Training → Knowledge Base → Edit

Changes go live in under 60 seconds

Update when menu or services change

Update when pricing changes

Update when hours or location change

Update when adding seasonal specials or promotions

Pro tip

Create a simple habit: whenever you update your website, Instagram bio, or Google Business listing, open Chime and make the same update to your knowledge base at the same time. It takes 30 seconds and prevents days of your agent giving customers the wrong answer about something that has already changed.

The more it knows,the better it gets.

What your agent can learn

Uploading your business knowledge

Setting behavioral rules

Reviewing and correcting conversations

Keeping knowledge current

The more it knows,
the better it gets.