Set up your chatbot
Knowledge Base
Give your chatbot the content it answers from: website pages, documents and FAQs.
How knowledge works
Setup › Knowledge Base
Your chatbot answers from the knowledge you add here, following the instructions from Behaviour. The more complete and current your content, the better the answers. There are three types of sources:
- Website
- For public information already on your site: products, services, opening hours, policies.
- Files
- For detailed material that is not on your website: manuals, price lists, guides.
- FAQs
- For precise answers to questions you get again and again, in exactly your wording.
Only add content your customers may see. Anything in the knowledge base can end up in an answer.
Import your website
- 01
Enter a starting URL
Paste your website address, for example
https://www.example.com. The pages linked from it are discovered automatically, up to 1,000 per run. - 02
Choose the pages
Select the pages worth answering from. Skip pages without useful text, such as login, cart or search pages.
- 03
Import
Start the import. The pages are crawled and indexed. How many pages you can import per month depends on your plan.
Updated your website? Import the changed pages again so the chatbot does not answer from old content.
Upload files
Drag and drop files or select them from your computer, then choose Upload Files.
- Formats
- PDF, DOCX and TXT
- Limits
- Up to 10 MB per file, 20 files per upload and 200 files per chatbot
- Storage
- Total storage depends on your plan, see Pricing.
Several short, single-topic files work better than one huge document. Scanned PDFs without selectable text cannot be read, so export them as text first.
Add FAQs
Add question-and-answer pairs one by one, with an optional URL that points visitors to a page with details.
To add many at once, choose Import CSV. The file needs the columns question and answer, and optionally url:
faqs.csv
question,answer,url
"How long does delivery take?","Orders arrive within 2–3 working days.",https://www.example.com/shipping
"Can I return an item?","Yes, within 30 days. Start your return in your customer account.",Write questions the way customers actually ask them, not the way your team would phrase them internally.