Writing good knowledge for your AI chatbot: short and current
Good knowledge for an AI chatbot is short, current and specific: one topic per snippet, real numbers, and the wording your best staff member would use with a customer. The assistant answers only from the knowledge sources you add, so the quality of your data sets the quality of its answers.
Where does the assistant get its knowledge?
There are three ways to add knowledge, each suited to a different kind of information:
| Method | Best for | Watch out for |
|---|---|---|
| Website import | Products, policy pages, existing FAQs | Old or contradictory pages give old or contradictory answers |
| File upload (PDF, DOCX, TXT, CSV) | Price lists, catalogues, warranty procedures | Up to 10 MB per file, and scanned PDFs are read with OCR so typos can creep in |
| Written answers | House rules, exceptions, corrections | Changes only when you edit them |
When several sources cover the same question, your written answer wins, and it survives website re-imports.
How do you write knowledge the assistant can use?
- One topic per snippet. Shipping and returns are two separate snippets.
- Answer first, conditions after. Write "Returns within 14 days if unworn, tags attached".
- Use concrete numbers: days, amounts, regions, opening hours.
- Say what you do not do, like "we do not ship outside the EU", so the assistant never promises on your behalf.
- Use the words customers use, such as "COD" or "size swap".
- Delete the old policy instead of writing over it. Two conflicting snippets make answers inconsistent.
Keep prices and stock in your product list, not in written snippets. Products come from an imported website, a WooCommerce, TikTok Shop or Shopee connection, or the Products page where you add them by hand. A price pasted into a snippet is wrong the moment you change it.
What belongs in shipping, returns, warranty and payment?
The first column lists what to cover, and the other two contrast vague writing with specific writing. The figures are illustrations, so swap in your real policy:
| Topic and what to cover | Vague | Specific |
|---|---|---|
| Shipping: regions, time, fee | "Fast delivery everywhere." | "Metro areas take 1-2 days, other regions 3-5 days. The fee is $5.99, free over $50." |
| Returns: days, condition, who pays | "Returns accepted for faults." | "Return or exchange within 14 days if unused with tags attached. If the fault is ours, we pay postage." |
| Warranty: what, how long, exclusions | "Manufacturer warranty." | "12-month warranty on manufacturing defects, excluding drops and water damage." |
| Payment: methods, when to prepay | "Several payment options." | "We accept cash on delivery, bank transfer and cards. Orders over $100 need prepayment." |
How do you fix a bad answer from the Improve answers page?
- Open the Assistant page and click "Review" on the line that counts the questions needing an answer.
- Read the customer's question, how often it was asked and why it is listed ("Handed to your team", "Assistant was unsure", "Marked not helpful" or "Knowledge was missing"), covering the last 30 days.
- Click "Write the answer", type the correct reply and save.
- If a question is not worth answering, click "Dismiss".
The assistant uses your answer from the next chat on. When the source it corrects changes later, the app asks you to keep, edit or remove your answer, and until you decide your answer is still used first.
How do you keep knowledge fresh?
- Websites are re-checked weekly on Free and daily on Pro and Business, as listed on the pricing page.
- Changes to money or time terms (prices, fees, refunds, warranty, delivery days) wait until the workspace owner clicks "Approve" or "Reject". Meanwhile the assistant does not quote the changed parts.
- Every version is kept and can be restored.
What will the assistant not do with your data?
- It cannot tell which document is wrong: an outdated policy in a file becomes an outdated answer.
- It does not invent facts when data is missing: it says it does not know and hands the chat to your team.
- For health, pharmacy, cosmetics, finance and insurance stores, it states only what your documents say, and professional advice stays with a qualified person.
New here? Start with getting started with your AI chatbot or try the demo.
Frequently asked questions
Should knowledge be long or short?
Short and specific. Give each snippet one topic, lead with the answer and put the conditions after it. Long snippets that mix several topics make answers less precise.
Can I upload an Excel file as knowledge?
Not yet, XLSX files are not supported. You can upload PDF, DOCX, TXT or CSV files up to 10 MB each. For a spreadsheet, export it to CSV or PDF first.
Where do I fix a wrong answer?
Open the Improve answers page, pick the question, click Write the answer and save. A written answer ranks above content imported from your website or files, so the assistant uses it next time.
Will the assistant notice when I change prices on my site?
Yes, if the price is on a product page it has imported. Websites are re-checked weekly on Free and daily on Pro and Business, and product price and stock are re-checked when a customer asks. Changes to money or time terms wait for the workspace owner to approve them.
Is there anything special for health or cosmetics stores?
Write only what is in your real documents and product labels, and never promise results. The assistant informs from your documents and hands medical, legal or financial advice to a qualified person.