Knowledge Base & AI Chatbot
Teach the AI your answers so it can reply to customers for you.
What it does
The knowledge base is where you keep your business's answers: FAQs, policies, product details, opening hours. Once it's filled in, an AI reply step in your workflows (and the website chat widget) can answer customers' questions from your information instead of guessing.
Find it under Setup → AI Knowledge Base.
Filling your knowledge base
There are three ways to add knowledge, and you can mix them:
- Write articles. Each article covers one topic, such as "Shipping times", "Return policy" or "Pricing". Write the answer the way you'd explain it to a customer.
- Add FAQs. Type question-and-answer pairs, or import a spreadsheet of them.
- Import your website. Enter your site's address and AIM Automate reads its pages. Add it under Website sources and it can refresh on a schedule (daily, weekly or monthly), so the AI keeps up when your site changes.
You can switch any item off without deleting it, and Refine articles tidies up imported pages that came in as lots of small fragments.
How the AI chatbot uses it
When a workflow reaches an AI reply step:
- The AI reads the customer's latest question.
- It looks through your knowledge base for the most relevant information.
- It writes a reply based on what you wrote, staying on topic and in your tone.
- If it can't find a good answer, it sends your fallback message instead of making something up.
Test before you rely on it
Use Test the bot on the knowledge base page. Ask a question the way a customer would and you'll see which articles the AI would draw on. If the wrong article comes up, or nothing does, you know what to write or fix.
Good to know
- Cover your most common questions first. That's where automation saves the most time.
- Keep articles focused and up to date. The AI is only as accurate as what you give it.
- Every so often, read through real customer questions and fill any gaps you spot.
- Your plan sets how many articles and pages you can keep. Contact support if you need more.
The knowledge base turns your team's know-how into an assistant that answers instantly, any time of day, and gives the same answer every time.
