# Chatbot Best Practices
Follow these guidelines to get the best results from your Document360 Chatbot.
1. Keep Articles Focused
Each article should cover a single topic or task. Avoid combining unrelated subjects in one article, as this reduces the bot's ability to return precise answers.
2. Use Clear Headings
Structure articles with descriptive H2 and H3 headings. The chatbot uses headings to identify the most relevant sections to surface.
3. Write in Natural Language
Write content the way your users speak. Include phrases like "How do I…", "What is…", and "Why does…" to match common query patterns.
4. Add FAQ Sections
Place a FAQ section at the bottom of key articles. These directly mirror the questions users ask and improve match accuracy significantly.
5. Maintain Up-to-Date Content
Outdated content leads to wrong answers. Set a review schedule for articles and archive deprecated topics promptly.
6. Monitor Unanswered Questions
Regularly review the Unanswered Questions report in Analytics to discover knowledge gaps and create new content.
7. Use Synonyms and Variants
Include alternate terms users might use. For example, if your product calls something "workspace," also mention "project" or "environment" if users use those terms.
8. Set a Realistic Confidence Threshold
Start with a confidence threshold of 60–70% and adjust based on user feedback and resolved rate metrics.
Summary
A well-maintained knowledge base is the foundation of a high-performing chatbot. Consistent content hygiene and analytics-driven improvements will keep your chatbot accurate and helpful.