Add FAQs
For the questions people ask again and again, a short question-and-answer pair is the cleanest way to teach your bot. It replies in your exact words, no document needed. Three steps.
Step 1: Open the FAQ tab
Go to Knowledge base and click the FAQ tab.
Step 2: Add a question and answer
Click Add FAQ. Type the question the way a customer would actually ask it, then the answer you want the bot to give. Keep the answer short and specific.
Step 3: Edit or remove a FAQ
Every FAQ has Edit and Delete. Edit it when your policy changes, delete it when it no longer applies, and the bot updates straight away.
Phrase the question in your customer's words, not your own. 'Do you ship to the EU?' beats 'International shipping policy.' The closer it is to what people actually type, the better the bot matches it.
FAQs or files?
Use FAQs for short, common questions. For long reference material like a full policy or a manual, upload the file instead.