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1. Knowledge Base Content Guidelines

Before indexing any data, ensure your source materials adhere to the following principles:

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Clarity and Readability

• Simple Language: Use straightforward terminology. Avoid overly complex jargon unless absolutely necessary and clearly defined.
• Structured Formatting: Utilize headings, bullet points, and numbered lists within your source documents (e.g., PDFs, website content). This improves readability for both human users and the chatbot’s indexing process.
• Note: images containing text cannot be extracted by our bot

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Comprehensiveness and Accuracy

• Cover Key Topics: Ensure the knowledge base covers all major aspects of your products, services, policies, and frequently asked questions.
• Up-to-Date Information: Regularly review and update your source content to maintain accuracy. Outdated information leads to poor chatbot performance and user frustration.
• Internal Consistency: Verify that information across different documents or sections does not contradict itself.

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2. Supported Data Sourcing Methods

Our AiChat platform supports indexing information from multiple source types to build a robust knowledge base:

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Crawling Websites

Indexing a Website (Crawl)

1. Go to the Knowledge Base tab in the left-hand menu.
2. Click on Websites.

Adding a New Data Source

1. Click the “Add Website” button.
2. Enter the main URL you want the chatbot to learn from (e.g., [https://www.yourcompany.com/]

Toggle “Sync Subpages” to automatically sync all pages under the same URL path you provided (if needed). Advanced Settings allow you to add extra URLs to be included or exclude pages using glob expressions (e.g., /*). You can monitor and manage your submitted sites:

• Search and Filter: Quickly find sites by searching or filtering by processing status (e.g., Indexed, Failed).
• Last Synced At: Shows the time of the most recent data update from the website.

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Website Statuses Explained

Benefit: Integrating websites ensures your chatbot uses the latest company information, FAQs, and product details without manual data updates.

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Crawling Website FAQ

My sub-pages are not crawled

If you’re crawling subpages on a website but only one page is being crawled despite expecting multiple under the URL path, check the following:

• Geo-Blocking Restrictions: Does your website have geo-blocking enabled? If our crawlers are outside your allowed geo-location countries, they may be unable to access your site or may be redirected to a fallback page.
• Asynchronous JavaScript or Single-Page Application (SPA): Does your website rely on asynchronous JavaScript or an SPA framework? If so, content may not be fully loaded when our crawlers attempt to access it.

The bot is not responding with knowledge from crawled pages

Your webpage’s content may not be set up correctly for crawling.

1. Image-Based Content: If your webpage contains only images, our crawler may not be able to extract information, as it currently supports text-based content.
2. JavaScript Rendering: If your webpage uses scripts to render content after our crawler has loaded the page, some content may not be captured.

You can upload this content as documents or text snippets.

Do I need to crawl pages that are localised to different languages?

Our bot does not require the same knowledge in different languages, as we can translate it into the customer’s language. However, if the content differs by language, please crawl the specific pages so our bot can recognize the differences. You can exclude localized pages using the ‘Exclude’ feature under Advanced Settings.

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Uploading Documents

The Documents feature allows you to upload and extract content from files, helping the chatbot respond accurately based on structured knowledge. This is useful for handling policy documents, product manuals, long-form guides, and other reference materials.

1. Access the Documents Section
   Under the dashboard, go to the Knowledge Base tab from the left-hand menu. Click on Documents to access the document management page.
2. Upload a Document for Chatbot Knowledge
   • Click the “Add Document” button.
   • Select a file (supported formats: PDF, DOCX, TXT, CSV.).
   • The system will process the content to extract relevant information.
3. Manage Document Entries
   Once uploaded, you can manage and monitor your documents from the Documents Section:
   • Use the search bar to find specific documents.
   • Filter by status (e.g., Processing, Indexed, Failed).
   • The Last Synced At column indicates when the document was last updated in the chatbot’s database.

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Document Statuses Explained

By integrating document-based knowledge, you ensure that your chatbot provides accurate and well-structured responses based on official company materials.

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Using Text Snippets

Text snippets allow you to add or update chatbot content instantly. They are useful for last-minute updates, time-sensitive announcements, or temporary information that may need quick modifications.

1. Go to the Text Snippets Section:
   • In your AiChat dashboard, look at the menu on the left.
   • Click on the Knowledge Base tab.
   • Select Text Snippets to open the management screen.
2. Start a New Snippet:
   • Click the “Add Snippet” button. A new editing window will pop up.
3. Give it a Title:
   • Type a clear and descriptive title in the Title field. This helps you and your team easily find the snippet later.
4. Write Your Content:
   • Enter or paste your text into the main text box.
   • Use the formatting tools (like the bold ‘B’, italic ‘I’, and underline ‘U’) to make your text easy to read, or to add links and lists.
5. Keep it Short:
   • Snippets have a limit of 1,000 characters.
   • A character counter at the bottom will help you track how much space you have left.

Finishing Up:

• Click the green “Save” button to store your new snippet.
• If you change your mind and don’t want to save, click “Cancel” to discard your work.

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Manage Snippet Entries

Once created, you can manage and monitor your text snippets from the Snippets Section:

• Use the search bar to find specific snippets by title or content.
• The Last Updated At column indicates when the snippet was last modified.
• You can Edit or Delete existing snippets using the action icons.

Text snippets are indexed immediately, ensuring that critical, time-sensitive information is instantly available for chatbot use.

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Managing Q&A: Giving Your Chatbot Direct Answers

The Q&A section is where you teach your chatbot specific, accurate answers to common questions. This method helps your chatbot respond reliably to user queries without having to guess or rely only on information it crawls from websites or documents. How to Access the Q&A Section

1. In your AiChat dashboard, look at the left menu and go to Knowledge.
2. Click on Q&A to open the management page.

You can add Q&A pairs one by one or upload many at once.

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Manually Add Q&A:

1. Click the green “Add Q&A” button in the top right corner.
2. Type the exact question a user might ask.
3. Type the precise answer the chatbot should give.
4. Click Save.

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Bulk Upload via CSV:

This is the fastest way to add many pairs at once.

1. Click the “Import CSV” button.
2. Upload a CSV file that is formatted correctly with your questions and answers.
3. The system will automatically process and add all the new entries.

Search and Manage Existing Q&A Entries

• Search Bar: Use the search bar to quickly find any specific Q&A pair.
• Filter Entries: You can filter the list based on their status (e.g., Processing, Indexed, Failed).
• Last Synced: Check the last synced column to see when an entry was last updated or processed.

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Ensuring Your Q&A Entries Are Ready (Indexing Status)

Once you add a Q&A pair, the system needs a moment to process it before the chatbot can use it. The status column will show: