Building Your Knowledge Base
The answers your AI is allowed to give, and how to keep them accurate.
The AI answers customers only from your knowledge base, so better entries mean better answers. Go to Settings > Knowledgebases.
Add Knowledge
- New Entry: title, topic, summary, content and keywords. Choose Who May Use It (Customer-Facing, AI Agent Only or Live Agents) and the Channels.
- Upload Document: PDF, Word (.docx), text, HTML, CSV or Excel (.xlsx), up to 100 MB. Scanned PDFs need selectable text.
- Import: upload a file or enter a Website Address (that page plus up to 9 linked pages on the same site). The AI proposes entries; tick the ones you want. It also lists common questions your source doesn't answer.
Review and Publish
Entries start as drafts. Save and Submit for Review sends them to a reviewer, who must be someone else. Admins can Save and Publish directly.
The AI only uses approved, published entries. Drafts are never used. Archive withdraws an entry immediately.
Fill the Gaps
The Gaps tab lists questions the AI couldn't answer confidently. Use Create Entry from Gap, or Dismiss.
Tip: short entries that each answer one question work best.