Knowledge base: what the bot answers and where it gets it from
The knowledge base is where you keep your business's questions, answers and documents in one place. The "FAQ Search" block in a flow takes the answer from here. You write it once; the bot gives the same answer every time.
Add your 20 most common questions as question-and-answer pairs, upload documents such as your price list, and attach the "FAQ Search" block to the flow. Even if the customer does not use the exact words, the closest answer in meaning is found. If there is no match in the knowledge base, the "FAQ Search" block sends nothing; the flow moves to the next block, usually the handoff to an agent.
What you provide
- Your 20 most common questions with the correct answers
- Documents such as price lists and service descriptions
- A heads-up when an answer changes (price, hours)
What Chatinbox does
- Enters the first question set with you
- Uploads documents and makes them searchable
- Attaches the "FAQ Search" block to the flow
- What goes in: Q&A and documents
- Setup in four steps
- How meaning matching works
- Categories and keeping it current
Step by step
Open the knowledge base screen
Go to the Knowledge Base page in the panel. Q&A entries and documents are listed here.
Add a question and answer
With "Add Question", write the question the way a customer asks it, keep the answer short and clear, pick a category. Example: "What are your opening hours?" → "Weekdays 09:00-18:00, Saturday 10:00-14:00. Closed on Sunday."
Upload a document (optional)
Drag and drop a PDF, Word or text file. The content is read and becomes searchable. Good for price lists, service descriptions and the notes you send often.
Chatinbox uploads with youAttach it to the flow
In the flow designer add the "FAQ Search" block. The customer's question is looked up in the knowledge base; if there is a match the answer is sent, otherwise the flow moves to the next block (usually "Hand off to agent"). Details: build your first flow.
Meaning matching
The search does not look for exact words; it looks at meaning. "How late are you open?", "When do you close?" and "Are you open at the weekend?" all find the same "What are your opening hours?" entry.
Still, writing the question in the customer's words improves accuracy. Do not keep two different answers on the same topic; you cannot predict which one will be sent.
Categories and keeping it current
Suggested categories
- General — hours, address, contact
- Services — price, duration, process
- Payment — methods, instalments
- Rules — cancellation, returns, conditions
Common mistakes
- Leaving the old entry after a price change — the bot gives the old price
- Three paragraphs for one question — keep it short, route details to an agent
- Uploading a screenshot instead of a document — the text cannot be read
- Two entries for the same question — which one is sent is unpredictable
Let's list the first 20 questions together
In a 15 minute call we list your most common questions and fill the knowledge base with you.
Panel screens can change. This page was checked against the product documentation on 18 August 2026.
