Text snippets

A text snippet is a piece of text you write straight into ASDK: facts that aren't on your website and don't exist as a document. Opening hours by location, a short internal price list, the areas you deliver to, how your onboarding works after a contract is signed. Agents answer from snippets just like from your pages.

When to use a text snippet

Use a snippet when:

• the information isn't public on your site, but you're happy for the agent to share it with visitors;
• it's a handful of related facts, too many for one Q&A pair and too few for a document;
• it changes now and then and you want to edit it in one place, without uploading a file again.

If one question needs one exact answer, a Q&A pair is the better choice. If the information already exists as a PDF or Word document, upload the file.

Add a text snippet

Write snippets agents can use

ASDK splits long texts into short passages and picks the passages that match a question. A snippet works best when each part makes sense on its own.

• Repeat the subject in each paragraph. "Our Berlin store is open 9 to 6 on weekdays" works on its own; "It's open 9 to 6" doesn't.
• Use headings or short labeled paragraphs for different topics, such as one paragraph per location or per service.
• Be specific. Prices with currency and what's included, times with time zones, areas with names.
• Write what you don't offer, so the agent can say no clearly instead of saying it doesn't know.
• Leave out anything private. Everything in a snippet can end up in an answer to any visitor.

A good snippet looks like this:

Delivery areas and times

We deliver to all of Germany, Austria and Switzerland.
Delivery within Germany takes 2 to 3 working days and costs EUR 4.90. Orders over EUR 50 ship free within Germany.
Delivery to Austria and Switzerland takes 4 to 6 working days and costs EUR 12.90 for any order size.
We don't deliver outside these three countries. Customers abroad can order through our partner stores, listed on the Partners page.

Edit a snippet

On the snippet's card, choose Edit. The Edit text dialog shows the title and text; change them and choose Save and read again. Agents answer from the new version as soon as it is read, usually within moments.

Delete a snippet

Choose Delete on the snippet's card and confirm. It is removed from your knowledge and agents stop answering from it right away.

Things to know

• No source link. A snippet has no web address, so answers based on it show no source link. Add a link to the text if visitors should be able to read more.
• Counts as one page. Each snippet counts as one page toward your plan's page limit, whatever its length.
• Snippets are per site. For a fact that applies to several sites, add it to each.
• An empty or near-empty text isn't indexed. ASDK shows "This text has nothing to index. Add some words and save it again."

Related: How syncing works, Fix wrong answers.