Knowledge
When AI answers customers, it draws on the knowledge in “Knowledge”. Each item is an article, and you can sort articles into folders. Changes reach customers as soon as you save.
Add knowledge
Section titled “Add knowledge”Choose “Add knowledge” on the left of the Knowledge page, then pick a source:
| Source | What it does |
|---|---|
| “Paste text” | Paste notes or FAQs; a blank line starts a new item. |
| “Upload a file (PDF, Word, TXT)” | Turns a document into knowledge items. Files can be up to 20 MB. |
| “Import a website” | Enter the address and choose “Find pages”, tick the pages to read, then choose “Extract content” to turn them into Q&A. |
| “Import a Q&A spreadsheet” | CSV or Excel (.xlsx), one Q&A per row, up to 10 MB. Choose the “Question column” and “Answer column”. |
What you add goes to “Review knowledge to add” first and is compared with your existing knowledge:
- Each item is marked “New”, “Duplicate”, “Adds detail” or “Needs a decision”.
- For each one, choose “Add as a new item”, “Merge into the existing item”, “Replace the existing item” or “Skip this item”. When you replace, the existing article moves to the trash, so you can restore it if needed.
- Choose a folder under “Put new items in”, then choose “Add N items”.
You can add up to 100 items at a time, each up to 4,000 characters. If you tick “Update every week” when importing a website, those pages are read again every week. When there’s new content, a notice appears at the top of Knowledge; choose “Review and add” to check it. Nothing is added automatically.
You can also write the answer to a question with Teach the bot, or ask Copilot to add knowledge for you. Adding and editing knowledge both need edit access.
Folders and tidying up
Section titled “Folders and tidying up”- Choose “New folder” to group articles. A folder’s menu lets you “Rename”, “Pause AI use” or “Remove folder”. Removing a folder moves its articles to “Uncategorized”; nothing is deleted.
- Tick several articles to “Move to folder”, “Pause AI use” or “Move to trash” all at once.
- “Organize knowledge” has two tools:
- “Sort uncategorized”: AI suggests a folder for each article. Nothing moves until you choose “Sort articles”.
- “Merge articles”: AI tidies up duplicate or similar articles. Choose “Let AI organize” or “Into one article”. Nothing changes until you choose “Merge”; the sources then move to the trash. As long as none of these articles has been changed since, you can open a merged article and choose “Undo this merge”.
- When there are similar articles, the left side shows “N groups of similar articles could be merged”.
- Each article shows “Times used” and “Last used”. Sort by “Most used by the bot” to see which articles the bot uses most.
- Articles in the trash can be restored with “Restore” from “Trash”, or deleted with “Delete permanently”.
Changes go live when you save
Section titled “Changes go live when you save”Knowledge doesn’t need publishing: once you add, edit or move an article to the trash, customers on LINE, Messenger, Instagram and website chat get the change right away. “Test” and customers use the same knowledge. “Publish” is only for flows; see Publishing.
What AI can see
Section titled “What AI can see”AI only uses knowledge that is shared with AI. It ignores:
- Articles with “Let the bot use this article” turned off; they show “AI use paused”. Choose “Edit” on the article to switch it.
- Articles in a folder whose AI use is paused; they show “Folder’s AI use paused”.
- Articles in the trash.
Each article shows “Used by the bot” or “Not used by the bot right now”.
To see which articles a customer’s wording would find, type it in “Search knowledge”. If no article contains those words, choose “Find similar articles”, then “Find similar”. Results are ranked by how similar they are, and the most relevant ones are ticked. Searching changes nothing.
Reply rules
Section titled “Reply rules”“Reply rules” are extra instructions the bot follows when it uses certain knowledge or tool results, for example always adding a link to the price list when it uses a pricing article.
Choose “Reply rules” at the bottom left of the Knowledge page, then “New”:
- “Rule name”: for example “Remind to confirm the date after a quote”.
- “When it applies”: pick items under “Knowledge” (when certain articles are used) or “External tools” (when a tool returns results). You can mix kinds; the rule applies when a reply uses any of them.
- “What the bot does when it applies”: write the instruction. You can “Insert a tool to use (optional)”.
- “Channels”: untick channels the rule shouldn’t apply to, then choose “Create rule”.
- Higher rules win. Drag rules to reorder them.
- Reply rules apply as soon as you save; no publishing needed.
- If an article a rule depends on is moved to the trash or has its AI use paused, or a tool becomes unavailable, rules with no other source are paused. The rule shows “Paused” with the reason, and whether it turns back on once the source is back.
- Deleting a reply rule can’t be undone.
Bot persona
Section titled “Bot persona”Choose “Bot persona” at the bottom left of the Knowledge page to set how the bot talks to customers:
- “Tone”: “Friendly”, “Professional” or “Lively”.
- “How to address customers”: for example you, dear member.
- “Always mention”: the bot brings this up when it fits.
- “Never answer”: the bot declines these or hands them to a person.
- “When to hand over to a person”: describe when a teammate should take over.
The bot persona doesn’t need publishing; it applies as soon as you save. You can also get there from “Open bot persona” in “Settings” › “General”.
For more detailed instructions, choose “Advanced: edit the full prompt”. The “Full prompt (advanced)” is everything the bot follows when it replies, including the bot persona, and it also applies as soon as you save. The “Version history” is kept for 30 days: compare a version with the current one, or choose “Restore this version”. Versions Copilot made are marked “Changed by Copilot”.
Teach the bot
Section titled “Teach the bot”When customers ask about something your knowledge doesn’t cover, write the answer with “Teach the bot”. You can open it from two places:
- In Chats, open “Why this reply?”. When it shows “No matching knowledge found”, choose “Teach the bot”; the customer’s question is filled in for you.
- When “Ask your bot” gives a wrong answer without using any article, choose “This answer is wrong”.
- Check the “Customer question”. The bot uses it to find the answer, so you can reword it the way customers usually ask.
- Copilot drafts an answer from your website and existing knowledge; check that it’s right, or write your own.
- Choose a folder and “Save”. It’s saved as knowledge that customers get right away.
Teaching the bot needs edit access.
Re-answer with current knowledge
Section titled “Re-answer with current knowledge”Before and after you change knowledge, you can re-answer a real customer message to see how today’s knowledge would answer it:
- In Chats, find the customer message that got a poor answer and choose “Re-answer with current knowledge” next to it (it’s also at the bottom of “Why this reply?”).
- Compare “Before · actual reply” with “After · simulated reply”, and check “Reply rules this turn” and “Knowledge lookups”: is knowledge missing, do articles contradict each other, or did it not find the right article?
- After changing knowledge, choose “Re-answer again” to check it improved. To have Copilot fix it, choose “Ask Copilot to fix it”.
Re-answering uses your current knowledge. It’s only a simulation: you’re asked before any tool is used, such as an external tool or a Google Sheets lookup (“Allow once”, “Allow in this tab” or “Don’t allow”), and nothing is sent to the customer. Only customer messages can be re-answered.
Try questions in Test
Section titled “Try questions in Test”- “Test”: choose “Test” at the top right of the page to chat with the bot, including unpublished flow changes. Flows and knowledge share one test conversation.
- “Ask your bot”: on the Knowledge home page, type a question and choose “Ask”. The bot answers from your current knowledge and shows which articles it’s “Based on”. If the answer is wrong, choose “This answer is wrong”: if it used an article, that article opens for editing; if not, “Teach the bot” opens.