AI training

Training your AI in Fernand helps you deliver smarter, faster support by letting the AI learn from your own content. Whether you want the AI to answer from your documentation, past conversations, or custom snippets, it all starts here.

Where is your training used?

Once you’ve added your knowledge sources, Fernand’s AI taps into them across the product to boost accuracy and relevance. Here's where your custom training comes into play:

  • Smart replies on the editor
    When replying to a conversation, the AI can suggest relevant completions based on your imported knowledge.

  • AI drafts via automation rules
    When you use rules to generate AI drafts, Fernand uses your training data to craft an informed response tailored to your tone and content.

  • AI Chat Agent on the live chat widget
    If enabled, the AI agent on your site will use your sources to respond to visitors confidently and on-brand.

  • Knowledge base article AI generation
    When creating new help articles, AI suggestions will draw from your training data to help you write faster and more consistently.

Your training data is the brain behind all of these touchpoints—helping your team move faster while staying aligned.

How to add knowledge sources

Head to Automation → AI training in Settings. From here, you can import your content using four different input methods:

  • Website: Point to a URL and optionally crawl the entire site

  • File: Upload PDFs, Word docs, or plain text files

  • Q&A: Manually define a set of questions and answers

  • Text: Paste custom training text directly

Website import

Click Add source, and select the Website tab, paste your URL (for example: https://help.getfernand.com), and check Crawl the entire website if you want Fernand to go beyond that single page.

This is great for public docs, changelogs, or blog posts you want the AI to reference.

File upload

Click Add source, and select the File tab, drag and drop your documents. Fernand supports:

  • .pdf

  • .doc / .docx

  • .txt

You can upload files up to 5MB each and a total of 10MB of training data.

Manual Q&A

In the Q&A tab, you can write questions that customers frequently ask, along with your ideal answer. You can also add similar variations of each question to help the AI generalize.

This is especially useful for onboarding, pricing, or known edge cases.

Custom text

In the Text tab, just paste in any freeform content you'd like the AI to learn from. This could be a script, product philosophy, tone of voice guide. Anything that helps your AI “sound like you.”

Syncing from existing content

You can also enable AI to automatically learn from your existing Fernand setup:

  • Help articles: Auto-sync your knowledge base

  • Past replies: Let the AI learn from how your team has answered similar questions

Just click “Enable sync” above the training sources list, and Fernand will keep everything fresh in the background.

Good to know

  • Imported sources count toward your 10MB training limit

  • You can delete or replace sources at any time

  • After import, training happens almost instantly. Just wait a few seconds to see it reflected.

Fernand’s AI features are powered by OpenAI. While we don’t train or fine-tune any models on your data, the content you import may be temporarily processed to generate relevant answers. For that reason, avoid uploading private, sensitive, or personal data that you wouldn’t want shared or used as context in AI replies.

That’s it! Once your sources are in, your AI is ready to help out. Just make sure you’ve toggled it on in your chat or email channel to start seeing results.

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