The Knowledge Base is what makes your bot actually know your business. Upload your documents — PDFs, text files, FAQs, product catalogs, policy documents — and the system reads, splits, and indexes them securely. When a customer asks a question, the AI searches through your actual content, finds the most relevant passages, and writes a precise, grounded answer instead of guessing. You control exactly how documents are split into searchable fragments, set the confidence thresholds that decide whether the bot answers directly, asks for clarification, or hands off to a human, and define urgent keywords that bypass the AI entirely and route sensitive topics straight to your team.
How the Knowledge Base works
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Admin
Upload Documents
Upload your PDFs and text files (10 free/month).
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Customer
Customer Asks
Customer sends a question on WhatsApp.
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4
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System
Process & Index
System parses text, splits into fragments, and indexes.
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AI
Search & Answer
AI finds matching passages and replies accurately.
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1
Admin
Upload Documents
Upload your PDFs and text files (10 free/month).
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2
System
Process & Index
System parses text, splits into fragments, and indexes.
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3
Customer
Customer Asks
Customer sends a question on WhatsApp.
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4
AI
Search & Answer
AI finds matching passages and replies accurately.
📊 Free Monthly Limits: Upload documents to Knowledge Base: 10 uploads/month. AI-powered chat replies: 100 messages/month. Limits reset on the 1st of each month. When exhausted, purchase AI top-up packs from Settings.
Start with your top 20 most-asked questions. Keep formatting clear with headings and avoid image-only PDFs.
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Step 2
Tune Settings
Adjust splitting parameters, confidence gates, and clarification limits based on your document types.
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Step 3
Test & Improve
Review low-confidence questions weekly and add the missing information to make the bot smarter.
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Step 1
Upload Content
Start with your top 20 most-asked questions. Keep formatting clear with headings and avoid image-only PDFs.
2
2
Step 2
Tune Settings
Adjust splitting parameters, confidence gates, and clarification limits based on your document types.
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Step 3
Test & Improve
Review low-confidence questions weekly and add the missing information to make the bot smarter.
Tip: One document per topic (e.g., "Shipping FAQ.pdf", "Return Policy.pdf") is much better than one giant file — this helps the AI find the right answer faster.
Search Pool & Matches: Retrieves up to 12 potential fragments, ranks the best (up to 20), and limits to 3 fragments per single document file for diversity.
High Confidence Gate (0.5): Score ≥ 0.5 means the bot is confident and replies directly.
Medium Confidence Gate (0.3): Score 0.3 - 0.5 means the bot is unsure and asks a clarifying question.
Low Confidence Gate (<0.3): Score < 0.3 means the bot assumes it does not know the answer and hands off to an agent.
A skincare brand uploaded their product guides and shipping policies. The chatbot took over "where is my order?" questions 24/7, freeing their team from 3 hours per day of manual WhatsApp support to under 30 minutes.
A real-estate company loaded their property FAQs. Lead response time dropped from 6–8 hours to 15 seconds, and agent time spent on unqualified leads fell by 80%.
Measured improvements with AI Knowledge Base
Lead Response Time
6-8 hours15 seconds
Manual Support Time
3 hours/dayunder 30 minutes
Unqualified Lead Handling
Baseline-80%
Industry case studies: skincare brand, real-estate company