Knowledge Base

Everything your bot is allowed to say

Path: AI Configuration > Knowledge Base

Your bot answers from what you put here. Not from the internet, not from what it "knows" about your industry — from your products, your services, and the question-and-answer pairs on this page. That is why the Knowledge Base is the single highest-leverage screen in ReadyChatAI: widening it is how the bot gets better, and nothing else is.

The page has three tabs:

• Q&A — the question-and-answer pairs, described below.
• Website — pull product data from your online store by URL.
• Import Files — bulk-load a product catalogue from a CSV or Excel file.

The rest of this page covers Q&A.

Unanswered and Answered

Q&A opens as an inbox: the list of questions on the left, the one you selected on the right. Two tabs split it:

• Unanswered — real questions from real customers that your bot could not answer. The count sits next to the tab name.
• Answered — everything your bot currently knows how to answer.

There is a search box and an Add New Question button above both.

Unanswered questions

This is the list to work through. Every entry is a moment a customer asked something and got told the bot didn't have that information.

Each row shows the question, which channel it came from, and how long ago. Select one and the panel on the right shows the full question, who asked it, and its status. Press Write Answer, type into the Your Answer box — at least 10 characters — and press Save & Train AI. The question moves to Answered and the bot can use it from the next message onwards. Delete Question removes it if it isn't worth answering.

Repeated questions may be grouped

If unanswered-question grouping is enabled for your business, ReadyChatAI can combine several versions of the same question and label the entry "Asked 4 times". Answering the group resolves all its occurrences. When grouping is not enabled, each unanswered question appears separately.

Before you answer a group, use See the questions and read what customers actually typed. The dashboard says why: "These were grouped as the same question. Your answer resolves all of them, so check they really belong together." The grouping is done by meaning, so two genuinely different intentions can occasionally land together — and one answer would then be wrong for both.

Nobody is chasing you about this list. Unanswered questions do not generate a phone call. Get into the habit of opening this tab — it is the difference between a bot that improves every week and one that keeps failing the same customers.

A new unanswered question notifies you two ways, but only one is guaranteed: the in-app notification always fires. The email only goes out if your business email is verified, question alerts are on both for the business and in your personal notification preferences (on by default), and you haven't unsubscribed from that category — miss any of those and you only get the in-app alert.

Answered questions

The Answered tab holds every Q&A pair the bot is working from — the ones you wrote and the ones you answered from Unanswered. Select any of them to edit the answer or delete the pair.

Keep it current. A price, a policy or an opening time that changed and wasn't updated here is worse than a gap: the bot will state the old one confidently.

Deleting an Answered pair that was resolving a group reopens it in Unanswered with its occurrence count intact, rather than leaving the group resolved.

Three answers you don't write

Your address, hours, and contact details each get an entry here automatically from Business Info, with nothing marking them as different from one you typed. Edit the address or contact answer directly and it won't stick — the next time you save a change to your name, email, address, phone, website or the online-only switch on Business Info, it is regenerated and your wording is overwritten. Hours are the exception: they live on a separate schedule with no such link, so an hours-only change can leave this answer stale. Edit Business Info to change these two; clearing all contact details removes that pair entirely.

Adding a question yourself

Add New Question lets you write a pair before any customer asks. Write the question the way a customer would actually type it — "do you deliver?" rather than "Delivery policy" — because that is what the bot matches against.

• The question is limited to 300 characters. If it doesn't fit, it's probably two questions.
• The answer is required.
• You can link the pair to specific products or services, which keeps the answer tied to what it's about.
• You can't add a duplicate question. Add New Question checks your wording, ignoring capitalization, against every existing pair and rejects an exact match.

Attaching files to an answer

If FAQ attachments are enabled for your business, an answer can carry files. When the bot uses that answer, it sends the available attachments in the same turn without waiting for a separate request. This is different from product photos, which are sent only when the customer explicitly asks to see them.

If the feature is available, use Add files under Files for this answer. The section may not appear for businesses where FAQ attachments are disabled.

Files per answer	up to 5
Images	JPG, JPEG, PNG, WEBP — up to 5 MB each
Documents	PDF, DOCX, XLSX, TXT, CSV — up to 5 MB each
Video	MP4, MOV, WEBM — up to 16 MB each

GIF is not accepted. Files are sent in the order you arrange them.

Not every channel can carry every file

The customer's channel decides what actually arrives:

Channel	Images	Documents	Video
WhatsApp	yes	yes	yes
Facebook	yes	yes	yes
Instagram	yes	no	yes
Website chat	yes	yes	yes

When a file can't be delivered on that channel, it is not silently dropped — the bot gives the customer a link to it instead. So attaching a PDF is still worth doing even if some of your customers write from Instagram; they get a link rather than the file.

A text-only channel, when enabled for a business, carries no attachment; the customer receives the link instead.

Video has one extra catch. On WhatsApp, Facebook and Instagram only MP4 and 3GP videos are delivered as a playable video. A WEBM, or the .mov an iPhone produces, is sent as a link instead — so if a video matters, upload it as MP4.

Not every file is always sent. The bot picks how many attachments to include, up to 5, and sends up to 3 by default per turn, unless the conversation calls for more.

Getting the most out of it

• Work the Unanswered tab first. It is made of questions your customers actually asked; anything else is a guess about what they might ask.
• Write the way customers write. Their wording is what the bot searches with.
• One question, one answer. A single entry that answers five things is hard to retrieve and reads badly when it comes back.
• Link to products and services when the answer is about one, so the reply stays in context.
• Test after you add. Ask it in the Playground and see what comes back.