Back to Help Center
🧠
Knowledge Base 7 min read

Building Your Knowledge Base

Learn how to create, organise, and maintain the information your chatbot uses to answer customer questions.

Knowledge Base — Your Bot's Brain

The Knowledge Base is where you store all information about your business. The AI reads from this when forming replies to customer questions.

What to Add to Your Knowledge Base

Think of every question your customers regularly ask:

  • Business hours and location
  • Product or service descriptions and prices
  • How to place an order or make a booking
  • Refund and cancellation policies
  • Delivery timelines and areas
  • Common troubleshooting steps
  • Contact details for different queries

Adding Entries Manually

  1. Go to Knowledge Base → Add Entry.
  2. Enter the Topic/Question (e.g., "what are your delivery charges?")
  3. Enter the Answer (e.g., "We charge ₹50 for orders below ₹500. Orders above ₹500 get free delivery within Mumbai.")
  4. Optionally assign a Category (Products, Policies, Contact, etc.)
  5. Click Save Entry.

Adding Multiple Entries via Bulk Import

For 10+ entries at once:

  1. Download the CSV template from Knowledge Base → Import → Download Template.
  2. Fill in your Q&A pairs in the spreadsheet.
  3. Upload the completed CSV via Import → Upload CSV.

Organising with Categories

Categories help the AI understand context better. Recommended categories:

  • Business Info — hours, location, about us
  • Products — item descriptions, pricing, availability
  • Orders — how to order, tracking, cancellation
  • Payments — methods accepted, refunds, invoices
  • Support — troubleshooting, warranty, complaints

Updating Your Knowledge Base

Update your Knowledge Base whenever:

  • Your prices change
  • You add new products or services
  • Business hours change
  • Policies are updated
  • You notice the bot giving outdated answers

Best Practices

  • Be specific — "We deliver to Vasai, Virar, Nalasopara, and Bhayandar" is better than "We deliver locally."
  • Use the customer's language — Write answers the way you'd explain them verbally.
  • Keep answers concise — Aim for 2–4 sentences per answer.
  • Add variations — The same question can be asked many ways. If "Do you deliver?" and "What are your delivery areas?" both matter, add both.