What to paste
Anything a customer might ask about that you have already written down: returns, shipping, sizing, warranty, billing, opening hours. Plain text is fine. Headings help the model find things but nothing is required.
Documentation
Knowledge
What to paste, how much, and why the cap is a feature rather than a limit.
The character budget
Starter holds 10,000 characters, Growth 50,000 and Pro 150,000. A live counter shows where you are as you type.
Note
The cap and prompt caching are the same decision. Chunking the text would make the prompt vary on every message and cost us the cache, which is worth more than retrieval at these sizes.
Write a good fallback
When the answer is not in your text, the bot says your fallback message verbatim. Make it useful: point at a contact form, an email address or a phone number.
I don't have that in my notes — email us at
hello@yourcompany.com and a person will pick it up.Let it tell you what is missing
Every refusal is logged and ranked by frequency. Work down that list and your knowledge base improves in the order your customers actually care about.
Untrusted text
Your knowledge and your visitors' messages are both treated as data, never instructions. The model is told so explicitly, and it has no tools — so there is nothing for an injection to escalate into.