Frequently Asked Questions

I uploaded my docs, but some answers are incorrect.

This can happen because document structure varies. You can tune the chatbot so it answers correctly by changing some settings. See the Fix wrong answers guide for the full troubleshooting checklist.

How can I make the AI greet users by their name?

Use the contextVariables prop when initializing your widget to pass dynamic data, such as the user's name:

Agent.initStandard({
  agentName: "Support Assistant",
  contextVariables: {
    name: "John Doe"
  }
});

In your Predictable Dialogs system instructions, reference the same key with double curly braces—for example: Welcome back {{name}}!. The widget replaces {{name}} with whatever you provided, so the model always sees the personalized instruction.

This approach works for any variable you want to inject (plan, page, locale, etc.), giving you fully dynamic prompts per session.

Can I pass custom variables into my system instructions?

Yes. Treat contextVariables as a mini templating layer between your website and the Predictable Dialogs instructions. Build an object with whatever metadata you need: user tier, current page, experiment flags, etc. and inject it when initializing the widget:

Agent.initPopup({
  agentName: "Docs Specialist",
  contextVariables: {
    page: window.location.pathname,
    plan: window.__APP_PLAN__,
    betaFlag: true
  }
});

Inside your system instructions, reference those keys using {{page}}, {{plan}}, or {{betaFlag}}. At runtime the widget replaces each placeholder before the model sees the prompt, letting you shape instructions per session.

How to remove the OpenAI Citation markers e.g  【5:0†source】

On WhatsApp, the citation markers are removed by default. For the web widgets, you can remove it by using the filterResponse prop. You can follow this documentation to remove the citation markers.