The Knowledge Base lets you feed your chatbot custom informational content beyond your product catalog. Add URLs (web pages, blog posts, policy pages) or upload PDF documents, and the AI will learn from them to answer visitor questions more accurately.
This is ideal for:
When you add a URL or upload a PDF:
Once processed, your chatbot can use this knowledge to give accurate, helpful answers about your business, policies, services, or any other topic you have added.
https://example.com/about-us)The article status will show "Learning" while the content is being processed. Once complete, the status changes to "Ready."
If a URL fails, the status will show "Error" with a short explanation.
.pdf files are acceptedIf the PDF contains only scanned images without a text layer, the content cannot be extracted and the article will show an error status.
The Knowledge Base page shows all your articles in a table with the following columns:
| Column | Description |
|---|---|
| Source | URL link or PDF filename |
| Title | Article title (auto-extracted or manually set) |
| Characters | Number of characters extracted and indexed |
| Status | Current processing state |
| Last Update | When the article was last processed |
| Actions | Preview, Refresh, Delete buttons |
| Status | Meaning |
|---|---|
| Learning | Content is being read and processed (shown with a pulsing animation) |
| Ready | Content has been successfully processed and is available to the AI |
| Error | Processing failed (hover over the status to see the error message) |
| Stale | The source content may have changed since the last processing |
Each plan includes a total knowledge character budget. This is the combined character count of all knowledge articles for your site.
| Plan | Total Knowledge Characters | Per Article Limit |
|---|---|---|
| Free | 500K | 100K |
| Starter | 1M | 100K |
| Advanced | 3M | 100K |
| Boost | 5M | 100K |
| 2Performant | 5M | 100K |
The character usage bar at the top of the Knowledge page shows your current usage. It turns amber at 70% and red at 90%.
If a single article exceeds the per-article limit (100K characters), the content is automatically trimmed.
The AI intelligently decides when to use knowledge content based on what the visitor is asking:
If your site has both products and knowledge articles, the AI handles both types of questions:
If your site has knowledge articles but no products, the AI acts as a general-purpose assistant for your business. It answers questions using only your knowledge base and does not try to sell products.
In both modes, the AI never makes up information. If the knowledge base does not cover a topic, the AI will let the visitor know and suggest contacting your team directly.