Skip to content
  • ai agents
  • knowledge base

Knowledge Base

The knowledge base is what your AI agents use to answer questions. The more comprehensive it is, the better The Closer and The Retainer perform.

What goes in the knowledge base

Section titled “What goes in the knowledge base”

Product information

Section titled “Product information”
  • Product names, descriptions, and prices
  • Variants (sizes, colors, flavors)
  • Stock availability
  • Product benefits and use cases
  • Comparison with alternatives

Business policies

Section titled “Business policies”
  • Shipping times and costs
  • Return and refund policy
  • Exchange process
  • Payment methods accepted
  • Order cancellation policy

FAQs

Section titled “FAQs”
  • Common customer questions and ideal answers
  • Store hours and location
  • Contact information
  • Loyalty program details
  • Promotional offers

Brand voice

Section titled “Brand voice”
  • Tone guidelines (friendly, professional, casual)
  • Words to use and avoid
  • Response templates for common scenarios
  • Escalation language

Adding knowledge

Section titled “Adding knowledge”

Go to AI Settings → Knowledge Base in your dashboard.

Manual entry

Section titled “Manual entry”

Add individual Q&A pairs:

  1. Click Add Entry
  2. Write the question (or topic)
  3. Write the ideal answer
  4. Add tags for organization
  5. Save

Bulk import

Section titled “Bulk import”

Upload a CSV with your knowledge base:

Column Required Description
question Yes The customer question or topic
answer Yes The ideal response
category No Group for organization
tags No Comma-separated tags

From your catalog

Section titled “From your catalog”

ChatAgent automatically pulls product data from your connected catalog (Shopify, Tokopedia, Shopee). This includes:

  • Product names and descriptions
  • Prices and variants
  • Stock status
  • Product images

From your website

Section titled “From your website”

ChatAgent can scrape your website for FAQ content:

  1. Go to Knowledge Base → Import from Website
  2. Enter your website URL
  3. ChatAgent extracts FAQ sections, policy pages, and product info
  4. Review and edit the imported entries

How the AI uses the knowledge base

Section titled “How the AI uses the knowledge base”

When a customer asks a question:

  1. The AI searches the knowledge base for relevant entries
  2. It finds the closest match and adapts the answer to the conversation
  3. If no match is found, it uses your general brand voice to respond
  4. If the question is outside its knowledge, it routes to a human

Organizing your knowledge base

Section titled “Organizing your knowledge base”

Use categories and tags to keep things structured:

  • Products — product-specific information
  • Shipping — delivery times, costs, tracking
  • Returns — refund policy, exchange process
  • Payments — accepted methods, billing
  • Account — login, profile, orders
  • Promotions — current offers, discounts

Tips for a better knowledge base

Section titled “Tips for a better knowledge base”
  • Write answers the way your team would — not stiff, corporate language
  • Include edge cases — what happens if an item is out of stock? What about international orders?
  • Update regularly — new products, policy changes, seasonal info
  • Review AI responses — check the conversation log to see where the AI struggles
  • Add negative examples — “if a customer asks X, do NOT say Y”

Next steps

Section titled “Next steps”