Your chatbot doesn’t make things up. Every answer it gives comes from the content you’ve taught it: your website pages, files and text. This page explains what happens between a visitor’s question and the bot’s reply, what visitors see when the bot can’t help, and how you can shape its answers.
Where answers come from#
When a visitor asks something, Liyobot searches your knowledge for the most relevant passages. The AI then writes a reply using only those passages. Replies stream in word by word, so visitors start reading straight away.
Your content and visitor messages are treated as information, not as commands. If someone tries to trick the bot with instructions like “ignore your rules”, it carries on answering from your content as normal. It also stays on topic and never reveals its own instructions.
When the bot doesn’t know#
If the answer isn’t in your content, the bot says it doesn’t know and suggests the visitor contacts your business. It is instructed never to guess and never to fall back on general knowledge. A polite “I don’t know” is far better for your customers than a confident wrong answer.
Conversation memory
The bot remembers the recent part of the conversation, roughly the last dozen messages. That means visitors can ask natural follow-ups like “How much is that?” or “Do you deliver there too?” without repeating themselves.
Forms and listings
Besides answering questions, the bot can start one of your forms when a visitor wants to book or enquire, or search your listings when someone asks for jobs, products or properties.
Messages visitors may see#
In a few situations the bot replies with a fixed message instead of an AI answer:
| Situation | What the visitor sees |
|---|---|
| No knowledge, forms or listings yet | “This assistant is still being set up and doesn’t have any information to answer from yet. Please check back soon, or contact the business directly.” |
| Chatbot not covered by your plan, or your subscription has ended | “This assistant is currently unavailable. Please check back soon.” |
| Very high traffic (the daily safety ceiling is reached) | “This assistant is very busy right now. Please try again a little later.” |
| Chatbot deleted or turned off during a chat | “This assistant is no longer available.” |
Fair-use limits
Each visitor message can be up to 1,000 characters. To stop spam and abuse, Liyobot slows down bursts of rapid messages, and there’s a daily safety ceiling for each chatbot and for your whole account. Normal visitors never notice these limits. They’re separate from your plan’s monthly messages, which are explained in Plans and limits.
Suggested replies and topics#
After each answer, the bot can offer up to three tap-to-send follow-up questions, each up to 60 characters. It only suggests questions your knowledge can actually answer, so visitors aren’t led into dead ends. You can turn this off with Show suggested replies in Basics.
When a chat ends, Liyobot labels it with a short topic of one to three words, such as “Delivery times”. Topics appear in your reports, so you can see what people ask about most.
To change how it answers, change what it knows#
You can’t edit the bot’s underlying instructions. Its behaviour is shaped by your knowledge, its name, its greeting and your website. So the most effective way to improve answers is to improve the content behind them. If you need a special tone or specific rules, contact [email protected].
Practical tips for writing knowledge that answers well:
- Write it like an FAQ. A heading with the question your customers actually ask (“Do you deliver on weekends?”) followed by a short, direct answer works better than long marketing copy.
- Spell out your policies. Refunds, cancellations, deposits, opening hours and delivery areas should be written clearly, with the exact conditions and timeframes.
- Include prices. If you want the bot to quote prices, they must be in your content, with what’s included and any extras.
- Say it in words. Information that only appears in images can’t be read. Put the key facts in text.
- Keep it current. Remove or update outdated pages and files so the bot doesn’t find old information. See Keeping knowledge up to date.