Knowledge base

Overview

The Knowledge base is the information the AI assistant uses to answer customer messages on every WhatsApp channel. The assistant only states facts it can find in your knowledge base or earlier in the conversation, so the more complete your topics are, the more questions it can answer without involving your team. Tasks define actions the assistant can take when a customer needs more than an answer, with results recorded on the Submissions page. Without any tasks, the assistant tells the customer that the channel is unmonitored when it cannot help.

The knowledge base is made of topics. Each topic has a short title and a body of content, for example About us, Delivery & returns or What we sell.

Write self-contained topics

The assistant looks topics up individually — it does not read the knowledge base top to bottom, and a topic is never guaranteed to appear alongside the others. Write every topic so it makes sense entirely on its own:

• Give it a title that works in isolation. Opening a trade account works; After submitting the form does not, because nothing says which form.
• Write reference content, not questions and answers. Describe the facts plainly — who, what, where, when — rather than imagined customer questions with replies.
• Keep one subject in one topic. If several pieces of information only make sense together — the steps of a single process, an event and its dates and rules — put them in a single topic rather than spreading them across topics that rely on each other.
• Split out only what stands alone. Contact details, opening hours, or a product range are naturally independent and belong in their own topics.

Good starting topics for most businesses:

• About us — who you are, your history, and who you serve
• Location and contact — address, phone, email, and opening hours
• What we sell — your product range, brands, and services
• Policies — returns, payments, and anything customers regularly ask about

Manage topics

Open Knowledge base in the admin panel to see every topic. Use New topic to add one, or open a topic to edit or delete it. Each topic title must be unique within the knowledge base. Changes take effect for the assistant straight away.

Topic visibility

Every topic can be Public or Private. Public topics are available to everyone who messages you on WhatsApp. Private topics are only available to contacts linked to a customer account, making them suitable for trade processes, account-specific guidance or information that should not be shared with anonymous contacts.

New and existing topics are public by default. You can change visibility when creating or editing a topic.

Export topics

Use Export on the Knowledge base page to download every topic as a CSV file with TOPIC, CONTENT and VISIBILITY columns. This is the easiest way to make a large change: export what you have, edit it in a spreadsheet, then upload it again with the Replace knowledge base import mode so the file becomes your complete knowledge base.

Import topics from a CSV

For larger updates, use Import topics on the Knowledge base page to upload a CSV file.

Columns

When VISIBILITY is omitted or blank, new topics default to public and existing topics keep their current visibility. This also means a two-column file used in Replace knowledge base mode preserves the visibility of every matching topic.

Import modes

• Add or update — adds new topics and updates topics whose title matches an existing one. Topics not in the file stay unchanged.
• Replace knowledge base — makes the file the complete knowledge base: matching topics are updated, new topics are added, and every topic missing from the file is deleted. A problem with any row stops the whole import so the knowledge base is left untouched.

Uploads are processed in the background. The Imports page shows the status and result of each file.

Example CSV

TOPIC,CONTENT,VISIBILITY
About us,"Smiths Wholesale has supplied independent retailers across the North West since 1985...",public
Location and contact,"Our warehouse is at 1 Example Road, Manchester M1 2AB. Phone 0161 496 0000...",public
Trade ordering,"Account customers can place orders until noon for next-day delivery...",private