# Knowledge

URL: https://aihio.ai/en/docs/chatbot/knowledge
Description: One clear guide to knowledge sources, adding content, statuses, automatic refresh, and improving answer quality.

The knowledge base is the source material your chatbot uses when answering customers. When someone asks a question, Aihio searches the knowledge base for relevant content and writes the answer from that material. The clearer, more current, and more focused the knowledge base is, the more reliable the chatbot becomes.

This guide covers the whole Knowledge page: which sources you can add, how to read status, how to manage sources, how automatic refresh works, and how to fix common issues.

## How the knowledge base works

The knowledge base is not a separate answer bank you need to write by hand. It is made from sources your company already has: website pages, files, question pairs, and texts.

When you add a source, Aihio:

1. fetches or receives the content
2. extracts readable text
3. splits the text into searchable parts
4. stores the content in the knowledge base
5. uses ready sources in chatbot answers

If a source is queued or processing, the chatbot continues using sources that are already ready. New content is included after the source becomes ready.

## Main areas of the Knowledge page

The Knowledge page has five important areas:

| Area           | What it shows                                                        | When to use it                                  |
| -------------- | -------------------------------------------------------------------- | ----------------------------------------------- |
| Status icon    | Whether the chatbot is ready, processing sources, or needs attention | When you want the state at a glance             |
| Usage          | How much of the page and content limit is used                       | When you want to know whether more content fits |
| Tabs           | Websites, files, question pairs, and texts                           | When you want to manage one source type         |
| Source list    | Sources, statuses, added times, content sizes, and row actions       | When you search, refresh, or delete sources     |
| Source details | Drawer with content, search test, and metadata                       | When you want to inspect what was saved         |

## What you can add

| Source         | When to use it                                                    | Example                                               |
| -------------- | ----------------------------------------------------------------- | ----------------------------------------------------- |
| Websites       | Public content that is maintained on your site                    | Service pages, pricing, delivery terms, help articles |
| Files          | Existing documents                                                | PDF brochures, DOCX guides, CSV price lists           |
| Question pairs | Repeated questions that need an exact answer                      | "What is the delivery time?" and the approved answer  |
| Texts          | Short instructions that are not worth turning into a file or page | Special opening hours, campaign terms                 |

Choose the source based on where the information is maintained most reliably. If the information changes on your website, add it as a website source. If it lives in an internal guide, upload a file or add a text source.

## Add website content

On the Websites tab, the Add source menu has two main options:

- Single link adds one exact page.
- Search website finds multiple pages from a website so you can choose what to add.

### Single link

Use Single link when you know the exact page you want to add.

1. **Paste the page URL**

   Use the full address, for example `https://company.com/delivery-terms`.
2. **Add the link**

   Aihio queues the page and processes it in the background.

Single links are useful for delivery terms, pricing pages, contact pages, and individual help articles.

### Search website

Use Search website when you want to find several pages from the same site without collecting URLs manually.

1. **Enter the website URL**

   Use the main site address, for example `https://company.com`.
2. **Choose pages to include**

   Aihio shows discovered pages for review. Choose the pages the chatbot should
   answer from.
3. **Start processing**

   Selected pages move into the queue. Progress is shown in the Knowledge view.

> **Choose quality before quantity:**
>
> Add the most important service, pricing, help, and delivery pages instead of
> adding every page automatically. Tag pages, archives, campaign pages, and
> empty pages often make answers worse.

## Upload files

On the Files tab, you can add documents to the knowledge base. Drop files into the upload area or choose them from your computer.

Supported formats:

- PDF
- DOCX
- TXT
- Markdown
- CSV
- HTML

The old `.doc` format is not supported. Convert it to DOCX or PDF first.

1. **Add files to the queue**

   Drop files into the upload area or select them with the file picker.
2. **Start upload**

   Aihio uploads the files and processes their content in the background.

If processing fails, check the file format, size, and read protection. A scanned PDF can look readable to a person while still containing an image instead of machine-readable text. Convert it to readable text before uploading.

## Add a question pair

A question pair is useful when you want the chatbot to answer a repeated question in a precise way.

A good question pair:

- uses the customer's natural wording
- answers one thing at a time
- includes the conditions and limits needed for the answer
- does not conflict with website pages or files

| Field    | Example                                                                                                                                 |
| -------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| Question | How fast do you deliver orders?                                                                                                         |
| Answer   | In-stock products are usually delivered in 2-4 business days. If a product has a longer delivery time, it is shown on the product page. |

## Add text

A text source is useful for short content that does not need its own file or website page.

Good use cases:

- special opening hours
- campaign terms
- short internal instructions
- information missing from the website but often asked by customers

Keep each text source focused. If it covers several separate topics, create multiple text sources instead.

## Read source status

The top of the Knowledge page shows a compact status icon. It tells you at a glance whether the chatbot is ready to answer.

| Status          | What it looks like        | Meaning                                                                           |
| --------------- | ------------------------- | --------------------------------------------------------------------------------- |
| Ready           | Green success state       | The knowledge base has usable content and no visible open errors.                 |
| Processing      | Animated processing state | New sources are queued or processing. The chatbot already uses completed sources. |
| Needs attention | Red warning state         | Some sources failed. Open the source and review the reason.                       |
| Empty           | Neutral gray state        | No sources have been added yet. Add the first source.                             |

Hover over the status icon to see exact counts: ready sources, sources in progress, errors, total sources, and the latest added source.

## Manage sources

The source list lets you search, filter, and manage sources.

| Action        | Where it is               | When to use it                                                  |
| ------------- | ------------------------- | --------------------------------------------------------------- |
| Search        | Above the table           | When you are looking for a specific URL or title                |
| Status filter | Status menu               | When you want to see only failed or processing sources          |
| Site filter   | Source menu on Websites   | When the knowledge base contains multiple sites                 |
| Open details  | Row action menu           | When you want to inspect content, metadata, or the error reason |
| Refresh       | Row action menu or drawer | When a single website page should be fetched again              |
| Delete        | Row action menu or drawer | When a source is old, wrong, or no longer needed                |

## Automatic refresh

The Automatic refresh control on the Websites tab applies to website sources. When it is enabled, Aihio checks your site on a schedule and updates changed pages in the knowledge base.

Automatic refresh is useful when:

- prices, services, or delivery terms change regularly
- you add new help pages often
- you want less manual maintenance

Automatic refresh does not replace every maintenance task. Files, question pairs, and texts should still be reviewed whenever company information changes.

## Usage and limits

Next to the status icon, the usage indicator shows how much of your page and content limit is currently used. Exact values are shown on hover.

Usage helps you notice when:

- the knowledge base is approaching your plan limit
- you should choose new sources more carefully
- upgrading the plan may make sense

If the limit is getting close, remove old, duplicate, or low-value sources first. Add only pages and documents the chatbot should actually answer from.

## Test whether content can be found

After adding an important source, test it before relying on it in customer conversations.

1. **Open source details**

   Click the source row or select Open details from the row menu.
2. **Open the search test**

   Use the source search test and write the question in the customer's words.
3. **Check the matched content**

   If the right content is found, the source is usable. If not, the source
   needs clarification.

If the right content is not found:

- add a more specific question pair
- split long text into clearer sections
- add a missing website page or file
- remove outdated or conflicting sources

## Common issues

| Issue                                    | Likely cause                                                                  | What to do                                                      |
| ---------------------------------------- | ----------------------------------------------------------------------------- | --------------------------------------------------------------- |
| Page cannot be found                     | The URL is wrong, removed, or requires login                                  | Open the URL in a browser and add the correct public page again |
| Source stays processing                  | Content fetching or extraction is still running                               | Wait a moment and refresh the view later                        |
| File fails                               | The file is too large, protected, or does not contain readable text           | Convert it to PDF or DOCX and make sure the text is selectable  |
| Content is incomplete                    | The page has little text or content loads only in the browser                 | Add a better source or write the information as a text source   |
| Chatbot does not answer from new content | The source is not ready yet or the question does not match the source wording | Wait for ready status and test with customer wording            |
| Answer is inconsistent                   | Two sources say different things                                              | Remove or fix the outdated source                               |

## Maintenance routine

A good knowledge base stays useful only when it is maintained.

Review the knowledge base whenever:

- prices change
- delivery times or terms change
- your service offering changes
- an important new help page is added
- conversations reveal a question the chatbot cannot answer

Monthly, it is worth checking:

- failed sources
- old campaign and archive pages
- missing repeated questions that should become question pairs
- the most important customer journeys with the search test

## Before publishing

Run through this checklist before publishing the chatbot to customers:

- The knowledge base status is ready, or you know which sources are still processing.
- The most important service, pricing, delivery, and contact pages have been added.
- Old or conflicting sources have been removed.
- Repeated questions have been added as question pairs.
- You have tested at least 10 natural customer questions.
- You know who owns knowledge base maintenance going forward.