Knowledge Base

Official guide · English · Version 9c253d0cf11816df

The Knowledge Base is a separate section in the dashboard where you manage the information your AI chatbot uses to answer customer questions beyond your product catalog. While the product catalog teaches the chatbot about your products, the knowledge base teaches it about your business policies, frequently asked questions, guides, and other custom content.

Accessing the Knowledge Base

Navigate to Knowledge Base in the dashboard sidebar. This is a standalone section, separate from Chat Studio, but they work together -- content you add to the knowledge base is automatically available to the AI chatbot.

Knowledge Base Overview

When you open the Knowledge Base page, you see:

Stats Cards

A row of statistics cards at the top showing:

Total Items -- The total number of knowledge base entries
Breakdown by type -- Individual counts for each content type (Articles, FAQs, Q&A, Policies, Guides)

Filter Bar

Below the stats, a filter bar lets you narrow down your content:

Type filter buttons -- Click to filter by content type: All, Articles, FAQs, Q&A, Policies
Search input -- Search knowledge base entries by title, content, or question text

Content List

The main area displays all knowledge base entries in a list format. Each entry shows:

Content type icon -- A visual indicator of the content type
Title or question -- The entry's title (for articles/policies/guides) or question (for FAQ/Q&A)
Content type badge -- A small label showing the content type
Active/Inactive badge -- Inactive entries are marked with a red "Inactive" badge
Content preview -- A two-line preview of the answer or content
Category -- The optional category label, if assigned
Action buttons -- Edit (pencil icon) and Delete (trash icon)

Pagination

If you have more than 10 entries, pagination controls appear at the bottom with Previous/Next buttons and a page counter.

Content Types

The knowledge base supports five types of content:

Type	Icon	Description	Required Fields
Article	File icon	Long-form informational content about your business, industry, or processes	Title, Content
FAQ	Question mark icon	Frequently asked questions with concise answers. Uses the Q&A format.	Question, Answer
Q&A (Custom QA)	Message icon	Custom question-and-answer pairs for specific topics	Question, Answer
Policy	Checkmark-file icon	Business policies such as return policies, shipping terms, privacy policies	Title, Content
Guide	Bookmark icon	Step-by-step guides and instructional content	Title, Content

Info: The difference between FAQ and Q&A is primarily organizational. FAQs are intended for common customer questions, while Custom Q&A entries are for more specific or niche questions. Both use the same question-and-answer format and work identically from the AI's perspective.

Adding Knowledge Base Content

Click the Add Content button in the top-right corner of the Knowledge Base page.
A dialog (modal) opens with the following fields:

For Articles, Policies, and Guides

Select the Content Type from the dropdown (Article, Policy, or Guide).
Enter a Title (required) -- A descriptive title for the content.
Enter the Content (required) -- The full text of the article, policy, or guide. Use the large text area for multi-paragraph content.
Optionally enter a Category -- A label to organize entries (e.g., "Shipping", "Returns", "Product Care").
Set the Priority (1--10) -- Higher priority content is weighted more heavily by the AI. Default is 5.
Click Add to save.

For FAQs and Q&A

Select the Content Type from the dropdown (FAQ or Custom QA).
Enter the Question (required) -- The question a customer might ask.
Enter the Answer (required) -- The response the AI should provide.
Optionally enter a Category to organize the entry.
Set the Priority (1--10).
Click Add to save.

Warning: For FAQ and Q&A types, both the Question and Answer fields are required. For Article, Policy, and Guide types, both the Title and Content fields are required. The form will show an alert if you try to save without filling in the required fields.

Editing Knowledge Base Content

Find the entry you want to edit in the content list.
Click the pencil icon (Edit button) on the right side of the entry.
The edit dialog opens with all fields pre-filled with the current values.
Make your changes.
Click Save Changes to update the entry.

You can change the content type of an existing entry during editing. The form fields will adjust accordingly (switching between title/content fields and question/answer fields).

Deleting Knowledge Base Content

Find the entry you want to delete in the content list.
Click the trash icon (Delete button) on the right side of the entry.
A confirmation prompt appears.
Click OK to confirm the deletion.
The entry is permanently removed and the list refreshes.

Warning: Deletion is permanent and cannot be undone. Make sure you want to remove the entry before confirming.

Searching and Filtering

Filtering by Content Type

Click one of the filter buttons above the content list:
- All -- Show all content types
- Articles -- Show only articles
- FAQs -- Show only FAQ entries
- Q&A -- Show only custom Q&A entries
- Policies -- Show only policy entries
The list reloads with only the selected type. The active filter button appears highlighted.
The page resets to page 1 when you change the filter.

Searching

Type your search term in the search input on the right side of the filter bar.
The list filters to show entries matching your search query (matches against titles, questions, and content).
The page resets to page 1 when you search.
Clear the search field to show all entries again.

Bulk Q&A Import

The Knowledge Base API supports bulk importing Q&A entries. This is useful when you have a large list of frequently asked questions to add at once. Contact your development team or use the API endpoint directly:

Endpoint: POST /knowledge-base/bulk-qa
Payload: An array of objects, each with question, answer, and optionally category

How the Knowledge Base Works with the Chatbot

The knowledge base integrates directly with your AI chatbot:

When a customer asks a question, the AI searches both your product catalog and your knowledge base for relevant information.
Knowledge base entries with higher priority values are weighted more heavily in the AI's responses.
The AI uses the content to formulate natural, contextual responses -- it does not simply copy-paste entries.
Active entries are included in the AI's knowledge; inactive entries are excluded.
Categories help the AI organize and retrieve related content more effectively.

Info: For the best chatbot experience, we recommend adding at least these types of knowledge base content: your return/refund policy, shipping information, payment methods, business hours, and answers to the 10--20 most common questions your customers ask.

Best Practices

Keep answers concise and factual -- The AI works best with clear, direct information. Avoid overly verbose entries.
Use categories consistently -- Group related entries under the same category (e.g., "Shipping", "Returns", "Payment") so the AI can find related information quickly.
Set priorities thoughtfully -- Give higher priority (7--10) to critical business information like return policies and payment methods. Use medium priority (4--6) for general information. Reserve low priority (1--3) for supplementary content.
Update regularly -- Keep your knowledge base current with your latest policies, promotions, and business information.
Test after adding content -- After adding or updating knowledge base entries, go to Chat Studio and test by asking the chatbot questions related to your new content. Verify that the responses are accurate and helpful.
Use Q&A format for specific questions -- If there is a question customers ask verbatim, add it as a FAQ or Q&A entry with the exact wording. This helps the AI match the question more precisely.
Use Articles for detailed topics -- For complex topics that require paragraphs of explanation, use the Article type. This gives the AI more context to work with.