Articles
The knowledge base is your bot's source of truth. Each article is a piece of content — an FAQ, policy or product detail — that the AI retrieves and answers from. Knowledge is shared across the organization, so every bot can draw on it.
Creating an article#
Open Knowledge base → New article
Give it a clear title — it helps both you and retrieval.Write the content
Use the rich editor for headings, lists, links and emphasis. Keep one article focused on one topic.Assign a category
Categories organize the base and let you target whole groups of articles. See Categories.Publish & sync
Saving syncs the article into the AI index. The metadata bar shows the last synced time.
Language, channel & priority#
Each article carries a few attributes that control when and where it's used:
- Language — write per-language variants (English, Russian, Uzbek and more) so answers match the customer's language.
- Channel — target Telegram, WhatsApp, Instagram, Web, or set it to Universal to apply everywhere.
- Priority — nudge the bot toward the most authoritative article when several could match.
Universal by default
If an article applies everywhere, leave the channel as Universal. Use channel-specific variants only when the answer truly differs by platform.Indexing & re-index#
When you save an article it's indexed so the bot can retrieve the right passage for a question. If an answer looks stale after an edit, use Re-index from the article's row to rebuild it.
The list view shows each article's title, category, language, channel, priority and last-updated time — so you can spot what needs attention at a glance.
Managing articles#
- Search & filter by title, category or channel to find articles fast.
- Duplicate an article to start a new variant — handy for translating into another language.
- Export an article to download its content.
- Delete removes the article from the base and the index.