How Chatrina knows your website and how to add your own knowledge
Chatrina answers based on your website and what you add in the dashboard. It doesn't make up prices, dates or discounts - when it doesn't know something, it says so and offers contact with your team.
How Chatrina reads your website
You enter your website address during setup. Chatrina goes through the pages by itself: offer, price list, products with prices, delivery and contact. It starts answering as soon as it has read the first pages. In the AI Assistant tab you see the status (e.g. "reading the website…", "ready") and the number of pages read.
Chatrina doesn't read the cart, checkout, login, customer account or search. Shopify and WooCommerce stores are read together with the product list.
Refreshing
- Automatically every night - Chatrina checks your website for changes and picks up what has changed. Change prices on your website and the chat follows.
- Manually - the ↻ Refresh button in the AI Assistant tab. The number of manual refreshes per day is limited.
Add what isn't on your website
In the AI Assistant tab click Settings and knowledge. The key fields:
- Company name (in the chat header) - the name your customers see.
- Greeting and Greeting in English - Chatrina's first message. Other languages are translated automatically.
- Ready-made questions - suggestions the customer can click, one question per line.
- Additional instructions - take priority over the website. For example "10% off until the end of the month", "We're on holiday 1-14 August" or "Don't quote installation prices - invite to a free quote".
- Company knowledge - a description of your business compiled from the website. You can edit it.
- Pages the assistant doesn't read - start of the addresses, comma-separated, e.g.
/blog/old, /archive. Useful for old offers and pages with outdated prices.
Click Save - Chatrina uses the changes right away.
Correct an answer in one click
In the Chat tab there is ✎ Correct the answer under every Chatrina reply. Write how it should answer that kind of question and save - from the next conversation it answers that way. The correction goes to Additional instructions, where you can change or delete it. An account admin can make corrections.
Starting over or changing the website
- Read the website and rebuild the knowledge - Chatrina reads the website again and builds the company description from scratch.
- Change website - Chatrina forgets the previous website (description, greetings, suggestions) and reads the new one from scratch.
Which language it answers in
Chatrina answers in the language the customer writes in, even if your website is in one language only.
Frequently asked questions
What if a customer asks about something that isn't on my website?
Chatrina says it doesn't know and offers contact with your team. You see the conversation in the dashboard and can take it over. If the question keeps coming back, add the answer to Additional instructions.
Can Chatrina give a link to a product or a form?
Yes, it gives links to pages of your website it knows, e.g. a product or a booking form. It doesn't take orders or payments.
Didn't find the answer?
Have an account? Write to us in the dashboard, under Help & support. You can also email hello (at) chatrina.com.