Knowledge Base Setup
Give your chatbot the answers it needs. Add FAQs manually or let it scan your website—then test to make sure everything is accurate.
1. Add FAQs Manually
Open the Knowledge Base page and use FAQ Entries. Click + Add FAQ and enter a question and answer pair. Build out common questions your customers ask:
- What are your hours?
- Do you accept insurance?
- How do I book an appointment?
- What services do you offer?
- Where are you located?
- What is your cancellation policy?
Aim for at least 10–15 FAQ entries to cover the most common scenarios. The more comprehensive your FAQ base, the less often the chatbot will need to escalate to a human.
2. Scan Your Website
On the Knowledge Base page, under Import from website, enter your website URL and click Scan. The system will crawl your site and extract relevant content—service pages, about pages, pricing info, and contact details. The scan typically takes 1–3 minutes depending on the size of your site.
After scanning, review the extracted content. You can edit, delete, or add to any entry before it goes into the chatbot’s knowledge base. This step is critical—the AI only knows what you give it.
Note:
The web scanner works best with well-structured, text-heavy sites. Pages heavy on JavaScript or images may yield less useful content. In those cases, supplement with manual FAQs.
3. Upload Documents (Optional)
You can also upload PDFs, Word documents, or text files containing your business policies, service menus, and pricing guides. Go to Knowledge Base → Documents and drag-and-drop your files. The system will parse the text and add it to the knowledge base.
4. Test the Knowledge Base
Use the Test Chat panel to ask questions that should be covered by your knowledge base. Verify the chatbot:
- Gives correct answers based on your FAQ entries
- Doesn’t make up information it doesn’t have
- Politely says it doesn’t know instead of guessing
- Offers to escalate when it can’t help
Iterate on your FAQs and website content based on test results. Each test cycle helps refine the chatbot’s accuracy.
5. Keep It Updated
Your knowledge base isn’t a one-time setup. Re-scan your website after making changes to your site content. Review conversation logs periodically to identify questions the chatbot couldn’t answer, and add those as new FAQ entries. A well-maintained knowledge base means fewer escalations and happier customers.
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