Knowledge Base: Train Your AI Assistant With Business Data

Knowledge Base is where you train your AI assistant. The assistant uses this information to answer visitor questions, explain your business, recommend products or services, and know when to hand over to a person.

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Where To Find It

Open: https://portal.wowagent.ai/ai-agent/knowledge-base Or go to AI Assistant and click Knowledge Base. First, select the correct website from the website switcher. Knowledge is saved separately for each website, so all sections change when you switch websites. If no website is selected, the page is empty.

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Current sections

The current section labels include Knowledge Health, About Your Business, Business Hours, What You Offer, Quick Answers, Website Pages, Bot Boundaries, and Upload Documents. The product and FAQ guidance below corresponds to What You Offer and Quick Answers. Use Word Normalization for chat spelling and pronunciation rules. It is a separate menu entry under AI Assistant.

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Why Knowledge Base Is Important

Your AI assistant can only answer well if it has correct information. With little or no knowledge, it gives generic or wrong answers and hands more chats over to your team. With rich knowledge, it gives accurate answers, needs fewer handoffs, and brings you more leads. Use Knowledge Base to teach it about:

• Your business: Name, category, contact details, and address.
• Your services: What you do, who you do it for, and how.
• Your products: Name, price, features, and link.
• Your pricing: Packages, price slabs, notes, and what is NOT included.
• Your FAQs: Real questions and answers, written in your customers’ words.
• Your policies: Refund, delivery, warranty, and privacy.
• Your website pages: The URLs WOWagent should crawl for content.
• Your documents: PDFs such as brochures, menus, and policies.
• Your business hours: Opening and closing times for each day, and holidays.
• Your boundaries: What the assistant must NOT do, and when to hand off to a person.

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Knowledge Health

Knowledge Health shows whether your assistant has enough useful information. Check it first every week. Use it to check:

• Source readiness: Which sections are filled in and which are empty.
• Missing information: For example, no hours, no products, or only 2 FAQs.
• Crawl issues: Blocked pages, failed fetches, pages that need JavaScript to show content, or a missing sitemap.
• Unanswered questions: Real visitor questions the assistant could not answer.
• Source and answer readiness: Review the available health indicators and their explanations.
• Recommended actions: For example, add 5 FAQs, fix a crawl issue, or replace an old document.

If Knowledge Health shows issues, improve the related sections. Do not ignore the Unanswered list, because it is very valuable: each item is a lost lead. Add each one to your FAQs or Products on the same day. Target: All core sections are green, there are no critical crawl failures, and unanswered questions stay below 5 percent.

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About Your Business

Use this section to add your business profile. The assistant uses it in almost every answer, as well as in greetings and reports. Add details such as:

• Business name: Your official name, the same as in your website header. Example: WOWagent.
• Business category: For example, retail, clinic, real estate, SaaS, or restaurant. This helps set the right tone and suggestions.
• Contact details: Your main phone number, plus your WhatsApp number if it is different.
• Email address: A support email that you actually reply to.
• Phone number: Include the country code, and check it every month.
• Business description: 3 to 5 lines covering who you help, what result you deliver, and why customers should choose you.
• Business address: Your full address with a landmark, city, PIN code, and map link.

Write clearly, because the assistant uses this information when answering visitors. Use simple sentences and avoid jargon. Write your phone number and email in the same format everywhere. If you have 2 branches, list both and label them by area. Good example: “We are WOWagent, an AI chatbot for local businesses in Pune. Call 9876543210, Monday to Saturday, 10 AM to 7 PM. Our office is on MG Road.” Bad example: “We are the best solutions”, with no phone number or address. Missing details can prevent the assistant from giving a useful answer.

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Business Hours

Use Business Hours to tell the assistant when your business is open or closed. The assistant uses this to answer questions like “Are you open?”, “Can I visit?”, and “When can I call?”. Add opening and closing times for each day, and select the correct timezone. For example, choose Asia/Kolkata for India. If your business is closed on a day, mark it as closed. Do not leave it blank, because a blank day is read as unknown, not closed. Also add:

• A lunch break, if you do not take calls during it
• A holiday list and special hours, for example for Diwali
• Support hours, if they are different from your shop hours
• An emergency contact, if you offer 24x7 help for urgent cases only

After saving, test with questions like “Are you open on Sunday?” and “Can I come at 8 PM today?”. The answers must match your hours exactly.

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Products And Services

Use this section to explain what your business offers. The assistant uses it for recommendations and pricing answers. Add these details for each item:

• Product or service name: The exact name used on your website.
• Pricing or package details: Price, unit, slab, EMI options if any, and what costs extra.
• Features: Your top 5 points, not 20.
• Benefits: The result for the customer, not just the specifications.
• Important notes: Eligibility, delivery time, warranty, and cases where refunds do not apply.
• Link: The direct page URL for buying or viewing details.

The more specific you are, the better the assistant can recommend the right option. A vague description like “Best plan for you” leads to wrong suggestions. A specific one like “3 BHK in Baner, 85L, ready to move, with a link” leads to correct suggestions. Start with at least 1 to 2 items, then add all your top sellers. Update or remove discontinued items using the available controls.

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FAQs

Use FAQs to add common customer questions with approved answers. This section gives you the best return for your effort. Add at least 10 to 15 FAQs to start. Write the questions the way visitors actually ask them, including typos and short forms. Examples:

• What services do you provide?
• What are your prices?
• How can I contact you?
• Do you offer support?
• What is your refund policy?
• How long does delivery take?

How to write a good FAQ:

• Write the question the way a visitor asks it, for example “price of cleaning”. Write a complete answer, for example: “1 BHK costs 1499 and 2 BHK costs 1999. This includes X. Y is charged extra. Book here: [link].”
• Cover one topic per FAQ. Do not mix 3 topics in one answer.
• Keep answers under 80 words, and end them with a phone number and a link.
• Do not make promises you cannot keep, such as a “100 percent guarantee”.
• Update your FAQs when the Unanswered list shows new wording.

Review every month: Add the top 5 unanswered questions and fix the top 5 lowest-rated answers.

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Website Pages

Website Pages are the pages WOWagent crawls from your website. They help the assistant understand your website content. Start with your 5 to 10 most important URLs: home, pricing, contact, main services, about, and refund policy. Then add the rest. Review this section to make sure your important pages are included. Check the status of each URL: crawled, pending, failed, or blocked. If a page shows failed or blocked:

• Check that your robots.txt file allows that page.
• Check that the page is public and does not need a login.
• Check that your sitemap includes the page.
• Check that your firewall or Cloudflare bot protection is not blocking the crawler.
• Click Re-crawl for that page, wait, and check again.

The crawler reads the text on your pages, not the design. Pages that rely heavily on JavaScript can take longer to crawl. If a page on your website changes, re-crawl it the same day. Keep automatic Knowledge Base sync ON in Crawlers & Jobs.

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Upload Documents

Use Upload Documents to add files that contain useful business information. WOWagent processes the files so your assistant can use them in answers. You can upload files such as:

• Brochures
• Service documents
• Product sheets
• Menus
• Policy documents
• Pricing documents
• Company documents

Follow these rules:

• Upload only current, approved PDF or DOCX files, within the maximum size shown on the page.
• Give files clear names, such as “PriceList-Apr-2026.pdf” instead of “final-final.pdf”.
• Wait until the status shows processing is done. A Draft status means the file cannot be used in answers yet.
• Remove old files when their information is outdated. Keeping both old and new versions causes mixed answers.
• Do not upload internal margins, staff salaries, or private contracts.

After uploading, test with 2 questions from that document. If the assistant says it cannot find the answer, check the processing status and make sure the PDF has selectable text. A scanned image alone does not work, so upload a version where the text can be selected.

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Bot Boundaries

Bot Boundaries tell the assistant what it must not do. This prevents risky answers. Use this section to set rules such as:

• Do not answer legal questions. Suggest consulting a lawyer, and hand off to a person.
• Do not answer medical questions. Suggest consulting a doctor, and hand off to a person.
• Do not share internal pricing margins. Share only public prices.
• Do not make promises your team cannot keep, such as same-day delivery when it is not possible.
• Connect the visitor to a person when needed, for example when they are angry, have a high-value enquiry, make a complaint, or demand a refund.

Write each rule as a clear “do” or “do not” line. For example: “Do not guess delivery dates. Ask visitors to check the tracking link and offer to connect them to a person.” Good boundaries reduce complaints. Also set the tone and handoff behavior here. When the assistant is unsure, it should say “I will connect you”, create a handoff with the chat transcript, and never repeat the same answer twice.

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Best Practices

• Use clear and complete information. A short, accurate answer is better than a long, vague one.
• Keep contact details the same everywhere. Your profile, FAQs, products, and documents must all match. Even one mismatch can make the assistant mix up numbers.
• Add real customer questions to your FAQs every week from the Unanswered list.
• Upload only current and approved documents. Delete expired price lists on the same day.
• Review Knowledge Health regularly, for about 10 minutes each week.
• Test the assistant after every major update with 5 questions: 2 old questions, 2 new ones, and 1 edge case, such as a refund question.

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When To Update Knowledge Base

Update your Knowledge Base when:

• Your pricing changes: Update your products, FAQs, and documents on the same day.
• Your services change: Add the new services and archive the old ones.
• Your working hours change: Update your hours, your FAQs, and your greeting if it mentions timings.
• Your policies change: Replace the policy document and update the FAQ answer.
• Your contact details change: Update your profile and every FAQ that includes your phone number.
• You add new website pages: Add the URL and re-crawl it.
• Visitors ask questions the assistant cannot answer: Check the Unanswered list and add an FAQ within 24 hours.

After any update, click Save, wait until processing or crawling is done, test in the Sandbox, and then check your live website. Do not update 10 things at once without testing, or you will not know what caused a problem.

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Next Steps