Knowledge Base

What Is the Knowledge Base?

The knowledge base is the foundation of your chatbot's intelligence. Instead of making things up, your chatbot searches your documents and gives answers grounded in your actual content.

Think of it as giving your chatbot a private library to read from. Every time a customer asks a question, the chatbot looks through that library to find the most relevant information before responding.

A few things to keep in mind:

• Each chatbot has its own separate knowledge base
• You can add as many documents as your plan allows
• Without any documents added, the chatbot relies only on its system prompt and the AI model's general knowledge — it won't know anything specific about your business

How It Works

When a user sends a message, here's what happens behind the scenes — in plain terms:

1. The chatbot searches your documents for sections most relevant to the question
2. It picks the best matching passages
3. It uses those passages to craft a response grounded in your content

This means your chatbot answers based on what you've told it, not guesswork. The more quality documents you add, the better it gets at answering your customers' questions.

Supported File Types

Note: More formats may be supported. Check the upload dialog for the latest list.

Adding Documents

Uploading a File

1. Open your chatbot and click the Knowledge tab
2. Click Upload Document
3. Select your file (PDF, .md, or .txt)
4. Optionally add a title or description to help you identify the document later
5. Click Upload — indexing starts automatically
6. Wait for the status to change to Ready (usually a few seconds for small files, longer for large PDFs)

Tip: Break large documents into topic-focused files. A dedicated "Shipping Policy" document works better than one 100-page general manual — the chatbot can find the right section much faster.

Crawling a Web Page

You can pull content directly from your website without downloading any files.

1. Click Add URL
2. Enter the full URL of a public webpage (e.g., your FAQ page or a product page)
3. Click Crawl — the platform fetches and indexes the page content automatically

Note: Only the single page you enter is crawled. The system does not follow links to other pages. Add each important page separately.

Note: The page must be publicly accessible — pages behind a login will not work.

What Gets Extracted

• Main text content of the page
• Headings and paragraphs
• Tables and lists where possible
• Images are not extracted (text only)

Managing Your Documents

Viewing Documents

The Knowledge tab lists all your uploaded documents with the following details:

• Document name and file type
• Upload date
• Current status: Indexing (processing), Ready (available), or Error (failed to process)

Updating a Document

You cannot edit a document's content directly in the platform. To update content:

1. Delete the existing document
2. Upload the revised version

You can update the title or description (metadata) at any time without re-uploading the file.

Deleting a Document

• Click the delete icon next to the document
• The document is removed from the knowledge base immediately
• From that point on, the chatbot will no longer use that content when answering questions

Relevance Threshold

The relevance threshold controls how closely a document section must match a user's question before the chatbot uses it in a response.

Tip: If your chatbot says "I don't have information about that" too often — even though the answer is in your documents — try lowering the threshold. If it's giving vague or loosely related answers, try raising it.

You can adjust the threshold in your chatbot's Settings page.

Tips for Best Results

Write Clear, Specific Documents

• Use headings and bullet points — structured content is easier for the chatbot to search
• Focus each document on a single topic rather than mixing many subjects together
• Spell out abbreviations the first time you use them

Keep Content Up to Date

• Revisit your documents whenever products, prices, or policies change
• Outdated documents can cause the chatbot to give incorrect answers — delete old versions promptly

Cover Common Questions Explicitly

• Think about the top 20 questions your customers ask most often
• Make sure a clear answer exists somewhere in your documents for each of them
• Use the same phrasing your customers use — if they say "return" instead of "refund," use that word in your documents

Document Organization Examples

Plan Limits

When you reach your plan's document limit, you must either delete existing documents to make room or upgrade to a higher plan.