Build an AI knowledge center

The knowledge center hosts your brand-approved FAQ, policies, and key responses for use in AI-powered automations like smart replies and chatbot. Create your knowledge source files here, and then point your AI-powered automations to the files you want them to use. This helps to ensure more accurate and on-brand responses. You can think of your source files as your AI's brain. To keep it up-to-date, you'll probably want to revisit your source files as you find more questions to be answered or discover additional information you want to add to them.

Create and upload a knowledge source file

Your knowledge files must be in PDF or TXT format and be less than 1MB in size. They can contain text, links, and emoji. We currently do not support images, flow charts, videos, or tables. You can upload and use up to 100 knowledge files.

Example knowledge file 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/s/article/profile-email-password.

## 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/s/article/plan-account.

Knowledge file best practices

The following best practices are optional, but can help when creating sources for your knowledge center.

• 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.
• Remove paragraph breaks and formatting to reduce file size.

Update your knowledge source files

You can update your knowledge source files at any time and re-upload them to your AI-powered automations. You can also download and delete existing files.

1. Go to Inbox Admin settings.
2. Expand Inbox intelligence, and then select Generative AI chatbot or Smart replies.
3. Find the file you want to update in the list, select Actions, and then select Edit. If you need to download your file to edit it, select Actions, and then select Download.
4. Update your knowledge file.
5. Select Remove file to remove the old file, and then browse for and upload your updated source file.