How do I give the bot knowledge?

Where the bot’s answers come from

The bot answers from your Knowledge Banks, not from the open internet. A Knowledge Bank is a curated collection of your own material, broken into searchable entries. When a customer asks something, the bot retrieves the most relevant entries, checks they actually support an answer, and writes a reply grounded in them. If nothing supports an answer, it says so and can ask a teammate rather than inventing one.

Create a bank and give it a purpose

Open Knowledge Banks and create one. Name it for a topic, then write its purpose in one plain sentence, the way you would tell a new colleague: “Everything about our subscription plans, prices and how to change or cancel.” Press Refine. BotableX shapes that sentence into a structured description that is later used to decide whether a discovered page belongs in this bank.

Keep banks focused. A bot that reads a “Billing” bank and a “Shipping” bank retrieves better than one that reads a single “Everything” bank.

Add sources from files

Under Sources, upload documents. Supported formats include PDF, Word, Excel, PowerPoint, HTML, Markdown, plain text, CSV and JSON, as well as images, each up to 50 MB. BotableX parses each file, splits it into entries, and indexes them. Processing runs in the background; you can watch the entry count grow.

Add sources from your website

Under Discovery, enter a starting URL and a crawl depth. BotableX fetches the page, follows links to the depth you chose, and grades every page it finds against the bank’s refined purpose. Pages that clearly belong are marked green, unrelated ones grey. You review the list and approve what should be indexed. Approved pages are fetched, parsed and added as entries.

This keeps a blog post about your office party out of your billing bank, even though it lives on the same site.

Add media

A bank can hold images that the bot may show customers, for example a diagram of where to find a serial number. Sharing with customers is off by default for each bank; switch it on deliberately.

Import past tickets

If you have years of solved tickets in another system, you can import them as a file. A mapping screen lets you say which of your columns holds the question, the answer, the category and the date, and a preview parses the file without writing anything, so you can check the mapping first. Imported tickets feed the bot’s learning rather than the bank directly; see the article on how the bot gets better overnight.

Link the bank to a bot

Open the bot under Bots and attach the bank. From the next message on, the bot retrieves from it. You can attach several banks to one bot and one bank to several bots. Detaching is instant and does not delete anything.

Tuning

Each bot has a retrieval threshold that controls how close a match must be before the bot uses an entry. If the bot ignores material you know is there, lower the threshold a little. If it drags in loosely related entries, raise it. Banks that mix languages usually want a slightly lower threshold.