Organise knowledge into bases and choose what each bot can read

A knowledge base is a named collection of articles. Most workspaces only need one. Make more when different bots should give deliberately different answers, or when you want to import more than one website.

Why you'd want more than one

• Different audiences. A public support bot answers from your help centre; a partner bot also reads reseller pricing.
• Different products or sites. Each base holds one website, so a second site goes in a second base.

Creating and filing

Go to Chat → Knowledge. The rail lists your bases with an article count; New knowledge base adds one. Every article has a base dropdown in its editor, and you can drag an article onto a base in the rail to move it. Articles with no base sit under Unfiled and still answer.

Choosing what a bot reads

On Chat → Bots, under What it answers from:

• Everything in Answers (recommended) — every FAQ and every article, including ones you add later.
• Only what I choose — pick FAQ groups and knowledge bases. Leave one of the two empty and the bot uses all of that kind.

What visitors can see

Nothing in a knowledge base is shown to visitors by default — your bot reads it, visitors don't. An article appears on a widget's Help tab only if you pick it there (Widgets → Words → Help tab), so internal guidance can shape answers without ever being published. When the bot quotes a page it imported from your own website, the visitor gets a link to the real page.

Deleting a base

Deleting a base never deletes its articles. They move to Unfiled and stay answerable. Any bot that was reading only that base falls back to reading everything, so it keeps working.