Knowledge Base Setup
This guide explains how to give your bot the business information it should rely on during customer conversations.
Overview
The Knowledge Base helps the assistant answer with more relevant and business-specific information.
Use it to add:
- uploaded documents
- website content
- reference material customers commonly ask about
Add Knowledge
You can usually add knowledge in two main ways:
Upload Documents
Use document uploads when your information already exists in files such as:
- PDFs
- word-processing documents
- text files
- other supported business reference files
This is useful for policies, FAQs, product information, and service details.
Add URLs
Use URLs when the best source of truth already lives on a website.
This is useful for:
- public help pages
- service descriptions
- current business information that already exists online
Manage Knowledge
Once knowledge is added, review it regularly.
Common tasks include:
- checking indexing status
- removing outdated material
- replacing older content with newer source information
- testing whether the bot can actually use the content well
Test Knowledge Quality
After adding content, test with realistic customer questions.
Look for:
- whether the answer matches your business information
- whether the response is specific enough
- whether the bot misses important details
Best Practices
- start with the most important customer-facing information
- keep sources current
- prefer clear and factual material over noisy content
- remove outdated documents before they confuse the assistant
- test often after changes