Knowledge Base and Free-form Information

Free-form Information is the section where you add explanations about your business as a title and content. Here you can organize information that does not fit into a question-answer or product record.

When to Use It

Suitable for explanations such as return conditions, service processes, campaign details, working hours, location and directions.

Add the direct answer to a specific question to the FAQ section; a product's price and features to the Products and Services section. Manage instructions about how the assistant should speak in the Brand Information section.

Adding Information

Open the Free-form Information section

Open AI Training → Free-form Information in the panel.

Add new information

Use the option to add new information.

Write a title

Write a title that summarizes the content. For example, “Return conditions” or “Technical service process”.

Enter the content

Enter the explanation in the content field. Clearly state durations, conditions and any exceptions.

Add tags and source (optional)

If you wish, add tags and the source links the information was taken from.

Review and save

Review the record and save it.

Tags make it easier to find and filter similar records. A source link helps you track where the information came from; do not use adding a link as a substitute for crawling a web page.

Content Sources

Besides the records you add manually, this section also contains content you saved as free-form information from documents and web pages. You can filter records by source or tag.

Content you saved as FAQ or product during import appears in its own sections. Not every crawled or uploaded piece of content is added to the Free-form Information section.

Editing and Updating

By editing an existing record you can update its title, content, tags and source links. Review records that are no longer valid; do not leave conflicting information on the same topic.

You can organize free-form information with tags. To use categories in question-answer records and benefit from AI category suggestions, use the FAQ section.

Best Practices

Keep each record focused on one topic. Do not combine working hours, return conditions and campaigns in one long record.
Write conditions completely. If a rule applies only to certain products, dates or regions, state it.
Use language your customers understand. Explain internal abbreviations.
Update changing information. When you add a new price or condition, check that it does not conflict with old information.
Try the answers. After saving the information, ask the related questions on the AI Test screen.