Build your chatbot's knowledge bank

Your chatbot will use the information from the knowledge bank you create to answer the questions asked of it. You can think of the knowledge bank as the chatbot's brain. To keep your knowledge bank up-to-date, you'll probably want to revisit it as you find additional questions to be answered or discover more information you want to add to it.

Your knowledge bank file must be in PDF or TXT format and be less than 256kb in size. It can contain text, links, and emoji. Images, flow charts, videos, and tables, are not currently supported.

Tip: Remove paragraph breaks and formatting to reduce file size.

Knowledge bank best practices

The following best practices are optional, but can help when creating your knowledge bank file.

• Map out answers that will address the most frequent questions and start with them.
• Use Markdown format as a question or topic separator. For example, use # to separate and help identify questions and answers. You can also use these to create and identify categories of questions and answers, and then group them to keep your list tidy.
• Answer single questions with single answers whenever possible.
• Add links to refer customers to a specific webpage.

Example knowledge bank content:

# Settings

## How can I update my email address?
You can find your email address by selecting Account , and then Profile. See https://help.hootsuite.com/hc/articles/1260804307889.

## How do I change my display language?
To change your display language, select Account , select Profile, and then select Preferences. Select your language and save your changes.

# Connections

## How do I reconnect a social account?
You can find a list of disconnected accounts by selecting Account . Select Reconnect next to the account you want to reconnect.

# Billing

## How do I update my payment information?
You can find your billing information by selecting Account , and then Plan and billing. Update your payment information on the Billing info tab. See https://help.hootsuite.com/hc/articles/4402745599515.

Update your knowledge bank

You can update your knowledge bank file at any time and re-upload it to your chatbot.

1. Update your PDF or TXT knowledge file.
2. Go to Inbox 2.0 , and then select Admin settings.
3. Select Generative AI chatbot.
4. Find the chatbot you want to update in the list, and then select Edit .
5. Select Upload knowledge bank, upload the new file, and Save your changes.