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The knowledge base is what your AI agent reads before it answers. The better your content, the better the replies.

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What goes in it

  • FAQs. A question, an answer, and optional notes on how to handle it.
  • Documents. Reference files the agent can search, such as a price list or policy.
  • Learned entries. Drafts the agent writes from your team’s past answers. See Self-training.
Entries can be active, inactive, or waiting for your review. Only active entries are used.

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Add an FAQ

1

Open the knowledge base

Go to the AI section and choose Knowledge Base.
2

Start a new entry

Choose to add a new FAQ.
3

Write the question a few ways

Customers ask the same thing in many ways. Add two or three versions, like “Do you deliver?” and “Is home delivery available?”
4

Write a clear answer

Include the details a customer needs: prices, times, links, next steps.
5

Add special instructions (optional)

For example: “If the customer is outside Pune, create a ticket.”
6

Save and activate

Make sure the entry is active.

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Upload a document

Choose to upload a file, then select it from your computer. Documents with clear headings, or in question-and-answer form, work best.

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Keep it healthy

  • Remove old prices and expired offers.
  • Do not let two entries give different answers to the same question.
  • Review learned entries before relying on them.
  • Test with real customer questions and check what the agent replied.
If your content is missing or unclear, the agent may give a weak answer. Do not put private data you would not want shared with customers.