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Knowledge Base Setup

The chatbot answers from your knowledge base. A comprehensive, well-organized knowledge base is the foundation of a great chatbot.

What Goes in the Knowledge Base

FAQs

Common questions and answers:

Q: What's your return policy?
A: We offer 30-day hassle-free returns. You can return items within 30 days of purchase. Just pack the item and drop it off at any shipping location. We'll process your refund within 5 business days.

Q: How long does shipping take?
A: Standard shipping takes 5-7 business days. Express shipping takes 2-3 business days.

Q: Do you ship internationally?
A: Yes, we ship to 40+ countries. Shipping is free on orders over $75.

Product Documentation

Product features, specs, and usage:

Sony WH-1000XM5 Headphones

Features:
- Industry-leading noise cancellation
- 30-hour battery life
- Bluetooth 5.0 connectivity
- Touch controls
- Built-in microphone for calls

Specs:
- Weight: 250g
- Frequency: 4Hz - 40kHz
- Impedance: 16 ohms
- Driver: 40mm

How to Use:
1. Charge for 3 hours
2. Turn on Bluetooth on your phone
3. Search for "WH-1000XM5" in Bluetooth settings
4. Connect and enjoy

Policies

Return, shipping, privacy, terms:

Return Policy:
- 30-day hassle-free returns
- No questions asked
- Free return shipping on orders over $50
- Refunds processed within 5 business days

Shipping Policy:
- Standard: 5-7 business days
- Express: 2-3 business days
- Free shipping on orders over $75
- International shipping available to 40+ countries

Privacy Policy:
- We never share your data with third parties
- Your data is encrypted in transit and at rest
- You can request your data anytime
- You can delete your account anytime

Guides & Tutorials

How-to guides, troubleshooting:

How to Track Your Order:
1. Go to our website
2. Click "Track Order"
3. Enter your order number
4. You'll see real-time tracking updates

Troubleshooting: Headphones Not Connecting
1. Make sure Bluetooth is on
2. Forget the device in Bluetooth settings
3. Search for "WH-1000XM5" again
4. Reconnect
5. If still not working, restart your phone

How to Reset Your Password:
1. Go to login page
2. Click "Forgot Password"
3. Enter your email
4. Check your email for reset link
5. Click the link and create new password

Company Information

About, contact, hours:

About Us:
We're a leading e-commerce brand specializing in electronics and accessories. Founded in 2015, we've served over 1 million customers worldwide.

Contact:
- Email: support@example.com
- Phone: 1-800-EXAMPLE
- Chat: Available on our website
- Hours: Monday-Friday 9 AM - 6 PM EST

Locations:
- Headquarters: New York, NY
- Warehouse: Los Angeles, CA
- Customer Service: Remote

Upload Knowledge Base

Upload Documents

  1. Go Settings → AI Chatbot → Knowledge Base
  2. Click Upload Documents
  3. Choose files:
    • PDF documents
    • Word documents (.docx)
    • Text files (.txt)
    • Web pages (paste URL)
  4. Click Upload

Msghub will extract text and index it for the chatbot.

Supported File Types

FormatMax SizeNotes
PDF50MBText-based PDFs only
DOCX25MBWord documents
TXT10MBPlain text files
URLN/AWeb pages (automatically crawled)

Upload via API

curl -X POST \
  https://your-msghub.com/api/v1/knowledge-base/upload \
  -H "X-API-Key: mk_live_..." \
  -F "file=@/path/to/faq.pdf" \
  -F "category=faq"

Add Knowledge Manually

Create an Article

  1. Go Settings → AI Chatbot → Knowledge Base
  2. Click Add Article
  3. Enter:
    • Title — Article title
    • Content — Article text (supports markdown)
    • Category — Optional category (FAQ, Product, Policy, etc.)
    • Tags — Optional tags (return, shipping, product, etc.)
  4. Click Save

Example Article

Title: Return Policy

Category: Policies

Tags: return, refund, hassle-free

Content:

# Return Policy

We offer a 30-day hassle-free return policy.

## How to Return

1. Log in to your account
2. Go to "My Orders"
3. Click "Return" on the order
4. Select the items you want to return
5. Print the prepaid shipping label
6. Pack your items
7. Drop off at any shipping location

## Refund Timeline

- Return received: 1-2 business days
- Refund processed: 5 business days
- Refund appears in account: 5-10 business days

## Return Shipping

- Free return shipping on orders over $50
- $5 return shipping on orders under $50
- Prepaid shipping label included

## Exceptions

The following items cannot be returned:
- Clearance items
- Final sale items
- Items without original packaging

Organize Knowledge Base

Categories

Organize articles by category:

  • FAQ — Frequently asked questions
  • Products — Product information
  • Policies — Return, shipping, privacy policies
  • Guides — How-to guides and tutorials
  • Company — About us, contact info

Tags

Tag articles for easy searching:

  • return — Return-related articles
  • shipping — Shipping-related articles
  • product — Product information
  • account — Account and login issues
  • payment — Payment and billing

The chatbot searches articles by:

  1. Title — Exact matches
  2. Content — Keyword matches
  3. Tags — Tag matches
  4. Category — Category matches

Knowledge Base Quality

Completeness

Cover all common questions:

  • What are customers asking most?
  • What questions does the chatbot struggle with?
  • What issues do human agents handle most?

Add articles for these topics.

Accuracy

Keep information current:

  • Update policies when they change
  • Update product info when products change
  • Remove outdated information
  • Verify all information is correct

Clarity

Write clearly and concisely:

  • Use simple language
  • Avoid jargon
  • Use examples
  • Use bullet points
  • Use headings

Organization

Organize logically:

  • Group related topics
  • Use consistent naming
  • Use clear categories
  • Use descriptive titles

Knowledge Base Maintenance

Review Regularly

  1. Go Settings → AI Chatbot → Knowledge Base
  2. Review articles monthly
  3. Update outdated information
  4. Remove duplicate articles
  5. Add new articles for common questions

Monitor Chatbot Conversations

  1. Go Inbox
  2. Review conversations where chatbot escalated
  3. Identify gaps in knowledge base
  4. Add articles to fill gaps

Get Feedback

Ask customers:

  • Was the chatbot helpful?
  • Did the chatbot answer your question?
  • What information was missing?

Use feedback to improve knowledge base.

Best Practices

Write for the Chatbot

  • Be specific — "Our return policy is 30 days" not "We have a return policy"
  • Include examples — "You can return items within 30 days of purchase. For example, if you bought on April 1st, you can return until May 1st"
  • Answer the question — Don't make the reader search for the answer
  • Be concise — Keep articles short and focused

Structure Articles

  • Use headings — Break content into sections
  • Use bullet points — Make lists scannable
  • Use bold — Highlight important information
  • Use examples — Show how things work

Keep Updated

  • Set a schedule — Review knowledge base monthly
  • Track changes — Note when articles are updated
  • Version control — Keep old versions if needed
  • Notify team — Tell agents when knowledge base changes

Troubleshooting

Chatbot not finding answers

  1. Check knowledge base — Does it have the answer?
  2. Check article quality — Is the article clear and complete?
  3. Check search — Try searching for the article manually
  4. Add more articles — Fill gaps in knowledge base

Inaccurate responses

  1. Check article content — Is the information correct?
  2. Check for duplicates — Are there conflicting articles?
  3. Update articles — Fix incorrect information
  4. Remove outdated — Delete old, outdated articles

Low resolution rate

  1. Check coverage — Does knowledge base cover common questions?
  2. Check quality — Are articles clear and complete?
  3. Add more articles — Fill gaps in knowledge base
  4. Review conversations — What questions does chatbot struggle with?

See Also