AI chatbots and knowledge bases

Omni chatbots answer customers using your own content, not generic internet knowledge. You give a chatbot a knowledge base (your documents, web pages and FAQs), and it looks up the relevant parts before it replies. This technique is called retrieval-augmented generation, or RAG.

How the pieces fit together

Knowledge base (your content) → Chatbot (instructions + AI model + knowledge base) → Channel (WhatsApp, Messenger or Instagram) or an automation

Knowledge bases

Where: AI → Knowledge bases (/app/ai/knowledge-bases)

1. Click New knowledge base and name it, or start from a template.
2. Add content. Each source becomes a document:
   • File: upload a document such as a PDF or text file.
   • URL: a single web page.
   • Sitemap: your website's sitemap, to import many pages at once.
   • Text: paste content directly.
   • FAQ: question-and-answer pairs.
3. Omni processes each document in the background and shows its status.

When your source changes, click Re-index on the document. Delete documents that are out of date so the bot doesn't quote old information.

Tip: short, specific documents work best: a returns policy, a price list, opening hours, shipping times. If a fact isn't in the knowledge base, the chatbot shouldn't claim it.

Chatbots

Where: AI → Chatbots (/app/ai/chatbots)

Creating a chatbot

1. Click New chatbot, or start from a template.
2. Write the instructions (system prompt). They set the tone and rules, for example: "You are the support assistant for Acme Dental. Be brief and friendly. If you don't know the answer, offer to connect the customer with our team."
3. Choose the AI model.
4. Attach one or more knowledge bases.
5. Save.

Testing in the playground

Open the playground and chat with the bot before it talks to customers. Ask the questions your customers really ask, and adjust the instructions or knowledge until the answers are right.

Connecting a chatbot to a channel

In Inbox → Channel setup (/app/inbox/setup), assign the chatbot to a connected WhatsApp number, Facebook Page or Instagram account. It then replies to new messages on that channel automatically. It hands the conversation to your team when it can't help or the customer asks for a person. You can also use a chatbot as a step inside an automation.

Order-aware answers

If you've connected a store, the chatbot can look up the customer's orders. It can then answer "Where is my order?" with the real status.

AI providers: included or your own key

Where: AI → Providers (/app/ai/providers)

Chatbots can run on OpenAI, Anthropic (Claude) or Google Gemini. By default they use the platform's own AI provider account, metered against your plan's AI allowance. If you prefer to use your own account, for your own billing or a specific model, enter your API key here. Your key then takes priority for your workspace.

• OpenAI: platform.openai.com → API keys
• Anthropic: console.anthropic.com → API keys
• Google Gemini: Google AI Studio → Get API key

Usage and limits

Each AI reply uses tokens, which count against your plan's monthly AI allowance. Your plan also caps the number of chatbots and knowledge bases. Track usage in Reports under AI.

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