The Businesschat AI bot Knowledge Base (KB) is designed from our extensive experience in e‑commerce support, focusing on the most common questions your customers would ask. It allows you to quickly configure FAQs that your AI Bot can use to provide fast and accurate answers.
General notes on the BusinessChat AI bot KB
FAQ‑Driven Design: Your AI bot KB comes pre‑structured with 10 categories, such as "Product-related questions".These categories are based on thousands of real support conversations to cover the entire buyer journey—from browsing to post‑purchase.
Sync: When you update or add a question in your KB, the bot will start using the new answer in about 5 minutes, ensuring your customers always get the latest information.
Content Duplication: If you add more than one similar question with a similar answer by mistake, it won't be an issue.
Preview & Test: Use the preview box to test your updates and confirm that the KB is responding correctly before your customers see it live.
Data Ingestion: The system accepts PDFs and Web page links.
How to Configure Your Businesschat AI bot KB
To configure your BusinessChat AI bot KB, follow these steps:
Click the chatbot icon
Click Knowledge Base under the AI bot section
Click on any policy card you want to populate
You will see a list of recommended questions. Click the Pencil Icon next to any question you need to provide an answer for
Write your content for that question
Do the same for all questions inside that policy card.
Add Custom Questions and Answers: If your store has unique policies or scenarios, you can add your own Q&A entries. Click Add Content, then choose Add Question. From the pop-up, fill in your new question and answer, and click Save.
Save and Test: Once you’ve added or updated your FAQs, click Save. Wait a few minutes and use the Preview box to test that the bot responds with the updated answers.
Note on recommended questions: You cannot delete a recommended question. If you don't need those questions, leave them empty and add your own personalized questions.
How to configure the store locations and working hours
To set up your store branches and working hours per branch, follow these steps:
From your AI bot KB, click the policy card that says "Stores and Working Hours."
Click on "Add your First Branch"
From the pop-up, add the branch name, the address, and working hours (Days and hours), then click "Save."
Click "Add Branch" to configure all of your branches
Click "Save" from the top right
How to configure Product-Related Questions
Aside from the general FAQs that your customers ask, there might be specific product-related FAQs. If you can determine those frequent product-related questions from your customers' conversations, then you can add them to your bot KB following these steps:
From your AI bot KB, click the policy card that says "Product-Related Questions."
Click on "Add your First Product"
From the pop-up, click the dropdown to choose the specific product
Add the question and answer, then click "Save."
To add more questions about the same product, click the small arrow icon next to the product, click "Add question," and fill in the pop-up
Click "Add product" to add new products, and follow the same steps to add all the product-specific questions you want
Once you're done, click "Save" from the top right
How to set up the Special Offers and Giveaways
The special offers and giveaways policy card in the AI bot KB allows you to add information on any offers that do not fit the traditional coupon code logic, quizzes and games, and any creative idea you're implementing in your store.
To configure any special offers, follow these steps:
From your AI bot KB, click the policy card that says "Special Offers and Giveaways."
Click the Pencil Icon next to any recommended question to add your answer.
Click "Add Content", then "Add Question" to add a new custom question and answer
Once done, click "Save" from the top right
How's the Special Offers and Giveaways section different from the Custom Coupon?
Though they could be seen as similar, the Custom Seasonal offer that you can configure from the AI Actions section and the special offers you configure from the KB section are different. Here's the difference:
Scheduling: Custom Seasonal offers (AI Actions) require start/end dates; KB Special Offers do not.
Priority: Custom Seasonal offers override all other active coupons. Special Offers from the KB do not override your coupons.
How to use PDF files to populate the BusinessChat AI bot KB?
If you want to speed up the process of configuring your BusinessChat AI bot KB, you can use a PDF file to populate the whole knowledge base at once. Here's how:
Create a document on your laptop, and add all the questions and answers you need to add to your KB. It's best to format them in a table for clarity, but you don't have to divide them by policy type.
Once you finish adding all content, download the document as a PDF file to your laptop
From your BusinessChat account, click on the Chatbot icon, choose Knowledge Base under AI bot
Click any policy card, such as ordering and discounts
Click "Add Content" and choose "Add PDF."
Click "Upload file" and choose the file from your device
Click "Save".
Note on populating the KB using a PDF file: You will not be able to browse the file once you upload it to the KB. You can, however, delete the file if you want to change it by clicking the "Delete Icon", and then upload a new version.
How to edit the BusinessChat AI bot KB?
You can edit any item/question from the BusinessChat AI bot KB anytime. To do so, follow these steps:
Click the Chatbot icon from your BusinessChat account
Under the AI bot, click "Knowledge Base."
Locate the policy card or the question you want to edit
Click the Pencil Icon next to the question you want to edit, and edit the content
Click "Save" from the top right
How to delete a question/content from the BusinessChat AI bot KB?
First, you have to understand that you cannot delete a pre-structured recommended question from the KB; you can only edit those questions. If any of them do not suit your store, just leave them empty.
However, you can delete the custom questions that you add. To do so, follow these steps:
Click on Knowledge Base under AI bot
Locate the policy card with the question you want to delete
Click the delete icon next to the question to be deleted
Confirm by clicking Delete again from the pop-up
Best practices on populating the BusinessChat AI bot KB
Keep answers short, clear, and helpful.
Ensure you are adding information only in the KB, not instructions. Meaning do not instruct AI to behave in a certain way through KB. Exp. of a bad KB item: Ask the customer to send a picture of the missing item from their order.
Do not add a question and answer to handle cases of missing information, or transfer to customer service. Bad exp. of a KB answer: "contact this number", or "talk to customer service".
Update FAQs whenever your shipping, discounts, or store policies change.
Use the Preview feature regularly to verify the KB is performing as expected.
Contact Info Hygiene: If a client provides a WhatsApp number for support or tracking, it must be placed specifically in the "Order Tracking Policy."
Product Separation: Never include product-specific info in general policies. This ensures the bot relies on the real-time catalog.
Branch Data: Include Google Maps links and phone numbers only if physical locations exist.
BusinessChat AI bot KB Enrichment Loop
After populating your KB for the first time, wait for a few days to collect live data. Once your bot starts interacting with your customers, you will get a clear view of which questions it couldn't handle due to missing content. Then you can implement a feedback loop to optimize performance.
Here are some steps to take to implement a feedback loop and enhance bot performance:
Collect: Identify all escalations triggered by "Lack of Knowledge."
Group: Cluster similar unanswered queries.
Synthesize: Use actual human-agent responses to draft new FAQ responses for the KB.
Specific Routing: If a gap is product-related, add the info manually to the "Product FAQ" section.
Frequently Asked Questions about the BusinessChat AI bot KB
Can I add information to the knowledge base through a PDF or a Web page? Yes, you can upload content to the KB via a PDF file.
Can I add phone numbers and Google Maps to the branch address?
Yes, you can add phone numbers and Google Maps locations to the branch address.
What if I don't have Branches?
Leave the card empty.
What if I want to add phone numbers of the Store or a department?
Add the phone number of the store or department to any policy, but we recommend that you add it to the Order Tracking Policy.
What if I want to add information that doesn't belong to any policy?
You can add any question and answer in any policy, but we advise choosing the nearest related policy for organisational reasons.
What happens if the bot can't find the answer in the knowledge base?
If the bot cannot find an answer in the KB, then it will escalate the conversation, except in the following cases: When a customer asks about branches, but no branch is found. Or when a customer asks about a Branch or delivery availability in a specific area, but the information is not found. In these cases, the bot will assume there's no branch or such delivery policy for the queried area.
What if I want to recommend a list of products or a product Category?
You can recommend a list of products or a product category through the Product Recommendation instructions.
Can I delete a question from the KB?
You can delete the custom questions that you added, but you cannot delete the pre-structured recommended questions.