Managing KB Entries
This guide covers how to create, edit, and delete knowledge base entries so the AI always has accurate information to work with.
Creating a new entry
Section titled “Creating a new entry”- Go to Knowledge Base in the sidebar.
- Click + New entry in the top-right corner.
- Fill in the following fields:
- Question — The customer question this entry answers
- Answer — The complete answer the AI should provide
- Topics — One or more tags to categorise the entry (e.g. “shipping”, “returns”)
- Click Save to create the entry.
New entries you create manually are given the Approved status by default, meaning the AI can use them immediately.
Editing an existing entry
Section titled “Editing an existing entry”- Find the entry in the Knowledge Base list.
- Click the edit icon on the entry row.
- Update the question, answer, or topics as needed.
- Click Save to apply your changes.
Changes take effect immediately — the AI will use the updated content the next time it references that entry.
Deleting an entry
Section titled “Deleting an entry”- Find the entry in the Knowledge Base list.
- Click the delete icon on the entry row.
- Confirm the deletion when prompted.
Deleted entries are permanently removed. If you want to keep an entry for reference but stop the AI from using it, consider changing its status to Archived instead.
Entry sources
Section titled “Entry sources”Each entry has a source that indicates how it was created:
| Source | Meaning |
|---|---|
| Manual | Created by you or a team member directly in the dashboard |
| Learning loop | Proposed by the AI based on patterns found in resolved conversations |
Learning loop entries arrive with a Pending review status and must be approved before the AI can use them. See Reviewing KB Proposals for details.
Best practices for writing entries
Section titled “Best practices for writing entries”Write questions customers would actually ask. Use natural language, not internal jargon. Instead of “RMA procedure”, write “How do I return a product?”
Provide complete answers. Include all the information a customer needs. If there are conditions or exceptions, mention them. A partial answer forces the AI to guess at the missing details.
Be specific with topic tags. Use concrete tags like “shipping”, “returns”, or “billing” rather than vague ones like “general” or “info”. Specific tags help the AI match entries to the right customer questions.
Keep entries focused. Each entry should answer one question. If a topic is complex, split it into multiple entries rather than cramming everything into a single answer.
Review and update regularly. Products change, policies evolve, and prices shift. Schedule periodic reviews of your knowledge base to keep entries current.