Organise knowledge into bases and choose what each bot can read

A knowledge base is a named collection of articles. You can have as many as you like, and each bot is granted the ones it may answer from — so two bots on the same website can give deliberately different answers.

Why you'd want more than one

The usual reasons:

• Different audiences. A public support bot answers from your help centre; a partner bot also reads reseller pricing and terms.
• Different products. One base per product line, so a question about one never gets answered from the other's documentation.
• Sensitive material. Internal guidance you want the bot to follow without ever publishing.

Creating and filing

Go to Chat → Knowledge. The rail on the left lists your bases with an article count; hit New to add one. Every article has a knowledge-base dropdown in its editor, so you can file it when you write it or move it later. Articles with no base sit under Unfiled — they still answer, they're just not in a base yet.

Website crawls follow the rail: select a base first and the Import from your website panel says where the pages will land, so importing your docs site doesn't mix it in with everything else.

Granting bases to a bot

On Chat → Bots, each bot has a Knowledge row of buttons — click to include or exclude a base. The line underneath tells you what the bot will do:

• Nothing selected — the bot reads every base in the workspace. This is the default, and it's what every bot did before knowledge bases existed.
• One or more selected — the bot answers only from those.

Bot-only bases

Each base has a Browsable in the widget Help tab switch. Turn it off and the base still feeds the bot's answers, but visitors can't browse or search its articles in the widget. Use it for internal policy or pricing guidance that should shape replies without being published. The per-article Show in widget Help tab checkbox still applies on top of it.

Deleting a base

Deleting a base never deletes its articles. They move to Unfiled and stay answerable — the same rule as folders in the Content Library and the template library. The confirmation tells you how many articles will move. Any bot that was reading only that base falls back to reading everything, so it keeps working rather than going quiet.

What happened to my existing articles

They were put into a base called General, and every existing bot kept reading everything. Nothing changed about what your chatbot can answer until you choose to narrow it.