What this does
The knowledge base is a collection of articles about your products, services, and policies. The AI uses these to answer visitor questions, and agents can reference them during conversations.
When to use it
Build your knowledge base before enabling AI replies. Add articles whenever new questions come up.
Step by step
- Go to Chat > Knowledge Base
- Click + New Article
- Write the article:
- Title — the question or topic
- Content — the answer, written in markdown
- Use the formatting toolbar for headings, lists, and links
- Preview the markdown rendering
- Click Publish
Tips
- Write articles as FAQ answers — "How do I reset my password?"
- Keep articles focused on one topic each
- Use clear, simple language — the AI performs better with straightforward text
- Review your most common chat questions to identify missing articles
- Unpublished articles are not used by the AI