An AI chatbot on our website, how do I approach it?
Good AI chat on an SMB site is a knowledge base with a face. Bad chat is hallucinated promises to a prospect.
Try this first
- 1Source first: only your own content (product pages, FAQ, price list) as ground material. A generic LLM with no source makes too much up.
- 2Steer the bot to 'I do not know, here is a form' on uncertainty. Far better than a made-up answer that can count as a promise.
- 3GDPR: visitor questions and any email collected are personal data, list them in your privacy statement and cookie banner.
- 4Yardsticks: handovers to humans, positive resolutions, escalations with complaints. Read weekly the first month.
- 5Tech depends on your site stack (Webflow plugin, Crisp, Intercom, Tidio with AI). The bot is rarely the issue, the content behind it is.
When to bring us in
Someone claims the chatbot promised something they now want to enforce: stop the bot, keep logs, call us for the legal path.
See also
- Can I paste a customer file or email into ChatGPT?Depends on the account and settings. Free ChatGPT and a Team tenant behave very differently from what most people assume.
- I want a one-page AI policy for my teamA real one-pager beats a thick document nobody reads. Four headers and concrete examples.
- How do I tell if an AI answer is made up?Models sound confident even when they are wrong. A few habits catch most mistakes.
None of the above fits?
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