Build Your Knowledge Base
Your AI is only as accurate as the information it has access to. In this guide, you'll learn how to build a Knowledge Base by adding websites, documents, FAQs, business information, and contact details, giving your AI everything it needs to provide accurate, business-specific responses.
Introduction
Once you've finished configuring your AI agent, the next step is to teach it about your business. While the AI already knows how to communicate, it doesn't yet know anything about your company, services, products, or policies. That's where the Knowledge Base comes in.
The Knowledge Base acts as the primary source of information for your AI. Instead of relying on general knowledge, your assistant uses the content you provide to answer customer questions with greater accuracy and consistency. Whether you're adding information from your website, uploading documents, or creating frequently asked questions, every piece of knowledge helps your AI deliver better responses.
The Knowledge Base is divided into two sections: Knowledge Base and Business Profile. Together, these sections provide both the information your AI can reference and the business details it can use during conversations.
Knowledge Base
The Knowledge Base tab is where you add the information your AI will use to answer customer questions. BotLance supports multiple knowledge sources, allowing you to build a comprehensive knowledge base without manually copying large amounts of content.
You can add Rich Text for custom information, announcements, policies, or any content you want to write directly inside BotLance. If you already have answers to common customer questions, you can create FAQs so your AI can respond quickly and consistently.
If your business already has brochures, manuals, price lists, or other documents, simply upload them as Files. BotLance processes the content and makes it available to your AI during conversations.
You can also add your Website URL, allowing BotLance to crawl and index your website automatically. This is one of the fastest ways to teach your AI about your business without manually entering all of your content.
By combining these different sources, you can create a rich and accurate knowledge base that enables your AI to provide reliable answers across a wide variety of customer questions.
Business Profile
While the Knowledge Base teaches your AI what your business knows, the Business Profile provides important details about your company itself.
Here you can configure your Business Contacts, making it easy for your AI to provide customers with the correct phone numbers, email addresses, website links, or other contact information whenever they're requested.
You can also define your Business Availability, allowing the AI to understand your operating hours and communicate them accurately to customers.
The Services & Industry section helps your AI better understand the type of business you operate and the services you offer, while the Business Profile provides general company information that helps the AI represent your brand more effectively during conversations.
Together, these settings give your AI the context it needs to answer business-related questions with confidence while maintaining a consistent customer experience.