Build the knowledge base
The assistant answers from what you give it — your entries plus your business profile — and hands over to a human when it cannot. That makes the knowledge base the single biggest lever on answer quality. Ten focused minutes beat an hour of scattered notes.
What you need
- Your price list or catalog, in any format you can copy text from
- The questions customers actually ask — look through your existing chats
- Your delivery, payment and returns rules, opening hours and address
Steps
- 1
Gather the facts
Products and services with prices, delivery areas and times, payment methods, opening hours, address, warranty and returns policy, and the ten or twenty questions your team answers every week. Collect them in one scratch document first.
- 2
Add entries, or import them in bulk
In the panel open "Knowledge". Add entries one at a time in "New entry" — a short title and the content — or paste a whole document into the import box. The importer recognises
Q: … / A: …blocks, tab-separated lines pasted straight from a spreadsheet, and## Headingmarkdown sections, and you choose whether the batch lands as "FAQ", "Products & services", "Policies" or "Reference".Keep entries short and factual, one topic each. "Delivery in Tbilisi" and "Delivery to the regions" as two entries beat one long entry about delivery.
- 3
Set the tone and the rules
In "Settings": "Business profile" — what the business does, tone, greeting — shapes how the assistant speaks. "Assistant rules" is where you write one rule per line, and set the "Handoff keywords" that send a conversation to a human immediately. "Business hours" decides what customers are told outside working hours.
- 4
Test it in the Playground
"Playground" in the panel uses the same prompt, the same knowledge and the same model your customers get. Ask ten real questions, including the awkward ones about price and delivery. Every vague or wrong answer points at a missing entry.
- 5
Go live, then keep reading the Inbox
Connect a channel and watch the first days in "Inbox". Every time the assistant hands over because it did not know something, that is a new knowledge base entry. Most workspaces settle after two or three rounds.
What happens next
The assistant answers only from your entries and your business profile — it does not invent prices or make up policies, and when it cannot answer it passes the conversation to your team. So the knowledge base is never really finished: prices change, new products arrive, and every handoff is a hint about what to add next.
Other guides
Prefer we do it for you?
We connect the channels, import your knowledge base and tune the tone in your languages. You approve the result.
See done-for-you setup