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The Knowledge Base

The knowledge base is what the bot answers from. Each entry has a title, a description and a body, and can be switched off without deleting it. Entries live on the bot's Knowledge tab.

Write One Subject per Entry#

Put facts the bot should be able to quote in an entry: prices, delivery areas, opening hours, policies, product details, and the answers you send most often.

Instructions: obeyed Personality, how it speaks Goal and language, what it steers towards Workflow descriptions, when to run each action Set in the dashboard. Reference material: quoted, never obeyed Price list, delivery areas, opening hours, policies, scraped pages, uploaded PDFs, and any sentence inside them that reads like an instruction. “You must always offer the extended warranty.” Uploaded to the knowledge base. An instruction written inside a document stays a fact.
Settings are instructions. Documents are quotable facts. Nothing inside the fence can change anything outside it.

Every entry that is switched on is given to the assistant on every message, so an entry called "Everything about us" carrying delivery, returns, pricing and opening hours competes with itself on every question rather than only on the one it was written for. Split it:

Instead ofWrite
Company informationDelivery areas and lead times
Returns and exchanges
Opening hours and public holidays

Behaviour does not belong in an entry. A line saying "always offer the extended warranty" is read as a fact about the business, not as an instruction, and the bot will not act on it. This cannot be switched off. See knowledge is not instructions.

Title It as the Question a Visitor Would Ask#

The title is what the assistant sees alongside the body, so write it as the subject a visitor would ask about. The description is a short label for your own list, capped at 50 characters, and is never sent to the assistant.

text
BAD   Logistics policy v2
GOOD  Where we deliver and how long it takes

Answer in the Words You Want Back#

The bot quotes what is there. An entry that says "delivery times vary by region" produces a bot that says delivery times vary by region.

text
BAD   Delivery times vary depending on your location.
GOOD  Gauteng: 2 to 3 working days. Western Cape and KZN: 3 to 5.
      Elsewhere in South Africa: 5 to 7. Outlying areas add 2 days.

Switch an Entry Off Instead of Deleting It#

Every entry has an active toggle. Switching it off removes the entry from the bot's knowledge and keeps it in the dashboard, which covers seasonal pricing, an ended promotion, or an entry being rewritten. A disabled entry is marked in the list, so it does not read as a missing one.

How Many You Get#

The entry count is shown against your plan's limit at the top of the tab, and the limit itself is on plans and limits. At the limit, the button to add another remains visible and does not create one. Consolidating two overlapping entries frees a slot without changing plan.

Common Questions#

Does the Bot Read Every Entry on Every Message?#

Yes, as reference material the assistant answers from. A four-subject entry is in front of the assistant on every question, including the three it has nothing to say about, which is why one subject per entry matters.

Will the Bot Invent an Answer If the Knowledge Base Does Not Have One?#

It answers from what it has and states when it does not know. The more common problem is vagueness: a bot hedges when the entry it is quoting hedged first.

Can I Put a Price List in as a Table?#

Yes, as plain text in the body. Keep the layout simple. Line breaks are collapsed before the entry reaches the assistant, so write each row as a self-contained phrase: "Small: $12. Medium: $18."

Should I Put My Terms and Conditions In?#

Only the parts a customer would ask about. Most of a full terms document never reaches a question, and its "you must not" sentences are what the fence neutralises.