Knowledge Base: Teach AI How to Answer
AI answers only from what's in your knowledge base. Three ways to add content — Q&A, documents, and web pages — and what each is best for.
AI doesn't answer store questions out of thin air. Every time, it first searches the knowledge base for relevant material, then answers based on what it finds. When it can't find anything, it tells the customer honestly and logs the question under "Questions to add".
Three types of content
| Type | What it's best for | How to add |
|---|---|---|
| Q&A | The questions customers ask most, with standard answers | Add entries one by one under "Knowledge Base → Q&A", or bulk import via the Open API |
| Documents | Shipping policies, after-sales terms, size charts, usage instructions | Upload txt, md, html, pdf, or docx files (max 20MB each), or paste text directly |
| Web pages | Help center articles and policy pages already on your website | Enter the URL and we fetch the page content |
After you add documents or web pages, they're automatically split into chunks. Once processing finishes, the status changes to "Available" — usually within seconds.
How to write content for more accurate answers
- One question, one Q&A entry. Writing "How long until you ship?" and "How much is shipping?" as separate entries makes them easier to find than one long block of text.
- State the conditions and numbers clearly. "Free shipping on orders over $59; otherwise $6" is far better than "some orders ship free."
- Phrase questions the way customers do. Write "How soon will I get my order?" rather than "Shipping time explanation."
- One language is enough. If a customer asks in another language, AI translates and answers on its own.
- Delete outdated content promptly. When old and new policies both exist, AI may cite the old one.
Check whether AI can find it
Under "Knowledge Base → Retrieval Test", enter a question a customer might ask and see which content gets matched. If the matches are wrong or nothing matches, your content needs to be added or rewritten.
Usage
Knowledge base capacity is measured in chunks, and each plan has a different limit — see Pricing. Once you hit the limit, you can't add new content; you can delete old content you no longer need, or upgrade your plan.
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