How to Answer Customer Questions on Your Website
Visitors leave your website when they cannot find an answer quickly, and answering every message yourself does not scale. An AI chat can answer the common questions from the pages you already have, point to the page it used, and say so when it does not know. This guide shows how to set that up and keep it getting better.
Step 1: Collect the questions people really ask
Start with five to ten questions you answer most often: shipping, opening hours, what is included, how to cancel. Look in your inbox, your contact form and your messages. These become your test list in Step 3, and they show what your chat must be able to answer on day one. If you have past support tickets, you can replay them later through the chat to see how many it would have covered.
Step 2: Let the chat read your own pages and files
Enter your website address and choose which pages the chat should read. Add files for things that are not on your site, such as a PDF with return rules, or paste a short text. The chat answers only from what you added, and each sentence that uses your content carries a source, so visitors can open the page and you can see which page to fix. Pages behind a login cannot be read. If your site is built with JavaScript, that works too: when a page shows almost no text, OneType opens it in a real browser and reads what a visitor would see.
A good answer is short. The chat keeps replies to a few sentences or a short list, so visitors get the point fast, and a numbered source next to each sentence lets them check it in one click. For example, a visitor who asks about delivery times gets a direct answer taken from your shipping page, with a link back to that page.
Step 3: Test it with real questions
Open the live test and ask your list, one question at a time, in the chat design you picked. Include a question your website does not answer. The chat should say it does not know and offer the next step you chose, such as a contact form or a person from your team. If an answer is not what you expected, that usually points to missing or unclear content on your site, not to the chat. Fix the content, let the chat read it again and ask once more. Repeat until the answers read the way you would answer yourself. If you have past support tickets, replay them: the chat answers your customers' real questions and shows how many it covers and which gaps to fill. Your plan sets how many replays you can run a month.
Step 4: Put it on your site
Installing takes one script tag, placed just above the closing body tag (or in your builder's footer code). Allow your domain so the chat shows only on your own site. Open your published site, not the editor, and OneType shows when the chat has loaded.
Step 5: Review the questions it missed, every week
No content is complete on day one. The chat collects the questions it could not answer and groups similar ones by meaning, so "Do you ship to Canada?" and "Can I order from Toronto?" appear as one gap with a count. Answer the biggest group once with a saved answer, and the next visitor gets it. A few minutes a week is usually enough: answer the biggest groups, dismiss the noise, and watch the list get shorter as your chat learns. Ratings help too. When a visitor rates an answer as wrong or outdated, that question appears in the same list, so you also catch content that has gone stale.
Start with your own website
Enter your address and see the chat answer from your own pages: Train a chat on your website, or start free.