Widget Knowledge Base Sign-Off (Onboarding)

Widget Knowledge Base Sign-Off (Onboarding)

1. 01

   Inventory every source the client wants the widget to answer from

   Collect FAQ pages, pricing sheets, PDFs, and support macros in one folder before any training run. A chatbot trained on a stale pricing page will quote the wrong number to a prospect within the first week.

2. 02

   Confirm the client owns or can license each source document

   Third-party comparison tables and scraped competitor copy are common contamination points. Flag anything the client cannot legally republish before it enters the knowledge base.

3. 03

   Set a single owner for content updates and a review cadence

   Name the person at the client who approves edits and agree on a monthly or quarterly refresh. Without a named owner, answers drift out of date and the retainer conversation turns defensive.

4. 04

   Define the escalation path for questions the bot should not answer

   Legal, billing disputes, and account-specific pricing belong with a human. Configure handoff rules so the widget routes those threads to a monitored inbox rather than improvising.

5. 05

   Test 20 real visitor questions pulled from the client's support history

   Use actual tickets, not invented prompts. Score each answer as correct, partially correct, or wrong, and log the failures for a second training pass.

6. 06

   Verify lead capture fields match the client CRM schema

   Map every field the widget collects to an existing CRM property, including picklist values. Mismatched fields create orphan records that the client's sales team will stop trusting.

7. 07

   Document the go-live baseline metrics before launch

   Record current form conversion rate, average first-response time, and monthly support ticket volume. These three numbers become the comparison point in the 30-day review.