Knowledge base: let AI answer from your materials

Most customer questions are the same: how much, when are you open, do you deliver, how do I return this. The Knowledge Base holds the answers in one place, and AI uses them to reply to customers in the Inbox, in chat flows and in the chat on your website.

Where to find it

Open Omnichannel Inbox → Knowledge Base. The Knowledge Base and AI replies depend on your plan.

Add materials

There are two ways:

• Create article: write a short article yourself, for example “Delivery in the city” or “Price list: manicure”.
• Import content, from three sources:
  • Import website: the address of one public page, for example your prices page;
  • Upload file: TXT, MD, CSV or HTML;
  • Use a resolved conversation: turn a good answer from the Inbox into an article.

New articles go through review. AI uses an article only when it is approved, active and marked Available to AI.

What to put in

• prices and the list of services or products;
• opening hours, address, how to get there;
• delivery, payment and return terms;
• answers to frequent questions, in the words you would use with a customer;
• what you do not do and when a manager is needed.

Short, concrete articles work better than one long document. Keep one fact in one place: two articles with different prices confuse AI just as they would confuse a new employee.

Let AI answer by itself

1. Open Omnichannel Inbox → Settings → AI Concierge.
2. Turn on Enable AI Concierge and tick the accounts where AI may answer. Automatic answers work in Facebook, Messenger, Instagram, WhatsApp, Telegram, email and SMS. In public channels (X, YouTube, Bluesky, Mastodon, Threads, Discord) AI only suggests replies.
3. Keep Only answer from approved Knowledge Base content on.
4. Set the minimum confidence, the maximum number of AI replies, the assistant’s name, tone and language.
5. Add Handoff keywords (“manager”, “complaint”) and a Handoff message that AI sends when it passes the conversation to a person.

AI also stops as soon as a teammate is assigned or replies. The live chat widget on your site has its own AI settings on its AI and routing tab.

In chat flows

Add the Answer with AI block to a flow: when a person writes a free-form question, AI answers from the Knowledge Base and the flow continues. The template “AI answers, hard questions go to a person” is a good start.

Check and improve

• Start with suggestions only: use AI reply in the Inbox for a week and read the drafts.
• If an answer is wrong, fix the article, not the answer.
• Add the words customers use: “how much is a manicure” next to “price list”.

More: AI knowledge base and the unified inbox.