Doc Summary
It is the main source for help, support, and documentation shown inside the chatbot.
Unlike Documents, Knowledge Base articles are user-facing and chatbot-readable.
What the Knowledge Base is for #
Use the Knowledge Base to:
- Answer common questions
- Provide help and documentation
- Explain features or services
- Guide users step by step
- Keep chatbot answers accurate and controlled
Only content added here is used by the chatbot as trusted help content.
Creating a Knowledge Base article #
Go to Smart Bots → Knowledge Base and click Create Article.
You’ll see the article editor with the following fields.
Title #
The main headline of the article.
- Keep it clear and specific
- Example: “How to reset your password”
The title helps the chatbot understand what the article is about.
Excerpt #
A short summary of the article.
- Used as a preview and context
- Helps the chatbot decide when to use this article
- 1–2 sentences is enough
Example:
Learn how to reset your password in just a few steps.
Content #
The full article content.
- Written using Markdown
- Can include:
- Headings
- Lists
- Links
- Step-by-step instructions
- Clear structure improves chatbot answers
This is the main source the chatbot will reference when responding.
Chatbots #
Select which chatbots can use this article.
Options:
- Select All → available to all chatbots
- Or select specific chatbots only
This gives you control over which chatbot answers what.
Feature on / off #
Toggle whether the article is:
- On → active and usable by chatbots
- Off → saved but not used in conversations
This is useful for drafts or temporary content.
Save #
Click Save to publish the article.
Once saved and enabled, the content is immediately available to the selected chatbots.
Best practices for Knowledge Base articles #
- Write for users, not for AI
- One topic per article
- Use clear headings
- Avoid mixing unrelated information
- Keep instructions precise and factual
- Update articles instead of creating duplicates
Well-structured articles lead to better, more accurate chatbot answers.
How the chatbot uses the Knowledge Base #
When a user asks a question:
- The chatbot searches relevant Knowledge Base articles
- It extracts the most relevant sections
- It responds using that content
If no relevant article exists, the chatbot will not invent answers.
Summary #
- Knowledge Base = public help content for chatbots
- Articles are written in Markdown
- Each article can be enabled or disabled
- Articles can be assigned to specific chatbots
- This controls accuracy, safety, and relevance
A well-built Knowledge Base turns your external chatbot into a reliable, always-on help center.
