Manage AI Bot Knowledge Base articles

Last updated: May 2026

Short summary

Use the Knowledge area in the Business Portal to add and manage help articles used by the AI bot. You can add an article from a Google Docs URL or by pasting content.

When to use this feature

Use this feature when you need to:

• add a new knowledge base article for the AI bot
• review AI-generated article metadata before saving
• create article entries from Google Docs content
• paste article content manually

Step-by-step instructions

1. In the Business Portal, go to Menu → Admin → Knowledge.

1. Start adding a new article by selecting one source:

• "Article URL"
• "Content"

1. If you select "Article URL", enter the article URL in the URL field, then click "Continue".

1. If you select "Content", paste your Markdown-supported content into the text area, then click "Continue".

1. Review the AI-generated metadata:

• Title
• Description
• Main Category
• Secondary Category
• Questions

1. Edit any field you want, then click "Save".

1. If the Google Doc contains two help articles, review the generated fields for each detected article and save the relevant article entries.

Notes & limitations

• The Knowledge area is located under "Admin".
• The URL flow supports Google Docs URLs.
• The content field supports Markdown.
• AI-generated metadata is editable before saving.
• The multi-article selection step appears only for the URL flow and only when two help articles are detected in one Google Doc.
• Category access affects which articles the AI bot can use when answering users.
• If a user does not have access to any relevant article category, the AI bot does not answer that topic.

Troubleshooting

Why don’t I see the Knowledge area?

Access to Menu → Admin → Knowledge is under "Admin". {{missing_data}}

Why didn’t the multi-article step appear?

It appears only when the URL flow is used and the Google Doc contains two help articles.

Can I change the generated metadata before saving?

Yes. You can edit all AI-generated fields before you save.

Why won’t the AI bot answer a topic?

The AI bot answers only from article categories the user is allowed to access. If no allowed relevant article is available, the bot replies:

“I’m sorry, but I can’t help with that topic based on your current permissions. Please contact your account admin or owner if you need access.”