Guides
Give it your facts and documents
The difference between a fact and a document, how much of each you can add, and how your assistant uses them.
Your assistant knows two kinds of thing about your business, and they behave differently.
Facts
A fact is one short, true statement: “We open at 7am on weekdays and 8am at weekends.” “Delivery inside the city is free over ₹500.” “We do not take bookings for groups over twelve.”
Facts go into your assistant word for word. They are always in front of it, on every reply, without it having to go and look anything up. That is why the hours it quotes are your hours and not a paraphrase.
Give it the things customers actually ask about: hours, prices, addresses, what you do and do not offer, policies on refunds and cancellations, how to reach a person.
Documents
A document is longer reference material: a menu, a price list, a handbook, a policy page. You can add one two ways:
- Paste the text with a title of your own.
- Share a page link and let Toldo fetch the text from it. The address must be a public one — an address only your office network can reach cannot be read.
Documents are not always in front of your assistant. Instead it searches them when a question looks like it needs them, and it is told to search before saying it does not know. If your assistant has no documents at all, it has no search to do.
Which to use
| Use a fact when | Use a document when |
|---|---|
| It is short and people ask it constantly | It is long, or it is a list |
| It must be quoted exactly | It is reference material to look things up in |
| It changes rarely | It has sections, headings, many items |
Most assistants want both: a handful of facts for the everyday questions, and a document or two behind them for the detail.
Reading web pages
There is a separate switch that lets your assistant open a public web page a person in the conversation links to and read it. It is off unless you turn it on. It is not a way of keeping your assistant up to date with your own site — for that, add the page as a document.
Reviewing what it knows
Open Preview at the top right of the builder: everything your assistant knows is listed there, and you can edit or remove any of it. Do that before you publish — whatever is in that panel is what your customers will be told.