Your bot should never improvise

The temptation with a conversational layer is to let it be helpful — to let it reason, infer, fill gaps. Do not.

On a business site, a confident wrong answer about your pricing, your process or your legal requirements is worse than silence, because the visitor believes it and acts on it and then you own the consequence.

So the rule is retrieval only: it answers from your documented knowledge or it says it does not know. And the second half of that rule is what makes it work — when it does not know, it captures the question. Which means every gap becomes a specific item on your content list instead of a customer who quietly left.