Knowledge

Knowledge is everything Chatty answers from. The more accurate it is, the better the answers. Chatty only answers from what is here, and says so when it does not know.

Open Knowledge

Add knowledge

Click Add knowledge. Two steps follow.

1. What should Chatty read? Choose a tab:
   • Website: type your website address and click Find pages. Chatty lists the pages it found, grouped by section. Tick the ones that matter. The counter shows how many pages your plan reads at a time.
   • Documents: drag files in or choose them. PDF, Word, text, Markdown, CSV or HTML.
   • YouTube: a video, a playlist or a channel. Click Find videos and tick the ones to read.
   • Written answers: write a question and the answer in your own words, then Add this answer. Customers get it word for word, and it comes first when it matches.
2. Who gets answers from it? Choose the audience, below, then click Add and read. Nothing is read until you do.

Chatty uses every source meant for customers on every channel. You do not have to connect a source to anything.

Choose who gets the answers

Every source has an audience:

• Everyone: customers on your website and in your app.
• Signed-in customers: only customers signed in to your app. Visitors on a website never get these answers.
• Team only: kept for your team. Chatty does not use these to answer customers.

Change it any time: open the source and choose again. To change which pages or videos a website or YouTube source reads, click Choose pages or Choose videos on its page.

Open, rename or remove a source

Click a source, or the pencil at the end of its row, to open it. To rename it, click its name at the top and type; press Enter or click away to save. It has two tabs:

• Detail: the source's status, who gets answers from it, Choose pages or Choose videos for a website or YouTube source, Read it again now, and Remove.
• Documents: every document read from the source, with its size and status. For files you uploaded, add more here.

Keep it fresh

On the Detail tab, click Read it again now after you change a page. Websites are also read again automatically, as often as your plan allows. On the Documents tab, you can see when each document was read.

Questions it couldn't answer

When a customer asks something Chatty cannot answer, it is listed here with how often it was asked. Click Write the answer, type what a customer should be told, and Save as an answer. Every channel can use it from then on. Use Not for Chatty for questions that do not belong here.

You can also teach Chatty from a reply: tick Save as an answer for next time when you reply in the Inbox.

How much room you have

The usage bars show how much text is indexed, how much is stored and how many sources you have, against what your plan includes.

Workspaces

If you have more than one workspace, Knowledge shows the one you picked. New sources go into it. Use Show every workspace to see them all. Workspaces are set up under Workspaces, where you can also move a source to another one.

Who can use it

Owners and admins can add and change knowledge.