Chatbot knowledge
Give the assistant maintained business facts, a clear personality and practical answers it can rely on.
Write concise factual blocks with clear ownership and dates. Separate established policy from suggestions, seasonal offers and information that needs a human check.
Create a useful business identity
Give the assistant stable context about the organisation it represents.
Choose the right knowledge block type
Organise information so it is easy to maintain and test.
Write product knowledge that answers questions
Provide the details customers actually need to compare products.
Describe services accurately
Explain scope and next steps without promising unsupported work.
Keep pricing knowledge current
Reduce incorrect quotations caused by stale business information.
Build a practical FAQ block
Answer recurring questions with concise verified explanations.
Add business policy knowledge
Explain the company's existing policy without creating new terms.
Write useful objection-handling guidance
Help the assistant respond respectfully to hesitation.
Describe the target audience clearly
Tailor explanations without stereotyping or inventing customer facts.
Set an appropriate agent tone
Make replies consistent with the business and customer task.
Handle unknown answers in knowledge
Give the assistant a reliable path when a fact is missing.
Preview knowledge before publishing
Check how saved information is interpreted before live use.
Publish a reviewed knowledge change
Move an approved update into the intended live configuration.
Use knowledge record history
Understand who changed important business information and when.
Remove conflicting knowledge
Prevent two blocks from giving incompatible answers.
Separate public facts from internal notes
Keep confidential operating information out of customer-facing answers.
Prepare knowledge for a new industry
Build domain context around real services and boundaries.
Maintain multilingual knowledge
Keep answers consistent when customers use different languages.
Use testimonials responsibly in knowledge
Include only approved customer statements and context.
Describe competitive differences fairly
Explain genuine business distinctions without inventing competitor facts.
Organise a large knowledge library
Make updates manageable as the business grows.
Test knowledge after a seasonal change
Check the customer journeys affected by temporary information.
Review knowledge for unsupported promises
Find statements that exceed the business's actual commitments.
Hand over knowledge maintenance
Help a new editor understand sources, ownership and review tasks.
Measure knowledge quality with test cases
Evaluate whether supplied information supports useful answers.
Relevant public sources
- Alactic Communications Terms & ConditionsAlactic public terms
- WhatsApp Business Messaging PolicyProvider policy