Knowledge Base

The Knowledge Base allows you to upload documents that the AI chatbot can search when answering user questions. By adding your organisation's documentation, guides, and reference materials, you give the AI access to a richer context — resulting in more accurate and comprehensive chat responses.

How It Works

The Knowledge Base uses vector search (semantic search) to find relevant information across your uploaded documents. When a user asks a question in the chat widget, the AI:

1. Receives the user's question and the article context
2. Searches your Knowledge Base for relevant passages using vector similarity
3. Combines the article content with relevant Knowledge Base passages
4. Generates a comprehensive answer drawing from all available context

This means the AI can answer questions that go beyond what's written in the specific article being viewed, drawing on your broader organisational knowledge.

Document Types

The Knowledge Base supports two types of documents:

Text Documents

Plain text content entered directly into the dashboard. Ideal for FAQs, guidelines, glossaries, company information, or any text-based reference material.

PDF Documents

Upload PDF files from your computer. The platform extracts the text content and indexes it for search. Ideal for reports, whitepapers, product documentation, and other existing materials.

Managing Documents

Adding a Document

From the FAQSIR dashboard, navigate to the Knowledge Base section for your site. You can add documents by:

1. Clicking the "New Document" button
2. Entering a descriptive title
3. Choosing the document type (Text or PDF)
4. Either entering text content or uploading a PDF file
5. Saving the document

Document Status

Each document goes through an indexing process after creation or update:

Status	Description
Pending	The document has been created and is queued for indexing
Indexed	The document has been processed and is available for chat search
Failed	An error occurred during indexing — check the document content and try again

Updating a Document

When you update a document's title, content, or file, it is automatically re-indexed. The previous version is removed from the search index and replaced with the updated content.

Deleting a Document

Deleting a document removes it from both the dashboard and the search index. The AI will no longer reference this document when answering chat questions.

Best Practices

Document Quality

The quality of your Knowledge Base documents directly impacts the quality of AI chat responses. For best results:

• Write clear, well-structured content with descriptive headings
• Break large documents into focused topics rather than uploading one massive file
• Include the specific terminology and language your audience uses
• Keep documents up to date — outdated information leads to inaccurate responses

Document Organisation

• Use descriptive titles that clearly indicate the document's subject matter
• Cover different aspects of your business, products, or domain in separate documents
• Include context that might not be obvious from your article content alone

What to Include

Good candidates for the Knowledge Base include: company background and values, product specifications and pricing, industry glossaries and definitions, compliance and regulatory information, customer support FAQs, technical documentation, and market analysis.

How It Enhances Chat

Without Knowledge Base documents, the Basic Chat can only answer questions based on the specific article content. With the Knowledge Base:

Scenario	Basic Chat (Plus)	Advanced Chat (Pro)
Question about article content	✓ Answers from article	✓ Answers from article
Question about company background	✗ Cannot answer	✓ Searches Knowledge Base
Cross-referencing multiple topics	✗ Limited to article	✓ Draws from all documents
Industry-specific terminology	✗ Generic understanding	✓ Uses your definitions

Next Steps