Knowledge base
The knowledge base is the set of facts your Iterochat AI is allowed to answer from. Get it right and the AI handles most of your customer questions on its own. Leave a gap and that topic is exactly where conversations escalate to your team.
What the knowledge base is
The knowledge base is a collection of documents you control. When a customer asks a question, the AI answers using what those documents say, not from general world knowledge or guesses.
If the answer is not in your knowledge base, the AI does not invent one. It either tells the customer it does not have that information, or hands the conversation off to a human agent.
This makes the knowledge base the single biggest lever you have over answer quality: the clearer and more complete it is, the more questions the AI can resolve without involving your team.
Knowledge base changes are scoped to your organization only. Each document is isolated to your workspace and is never visible to other Iterochat customers.
Adding and editing documents
Open the Knowledge Base tab in your dashboard. It is available to owners and admins. Agents do not see it.
Every document has two parts:
- A title, for example "How to check your account balance"
- A body of content, the actual answer
Working with documents
| Action | How to do it |
|---|---|
| Add | Click New, give it a title, write the content, and save. |
| Edit | Click the document in the list, make your changes, and save. |
| Delete | Open it and choose Delete, or use the trash icon in the list. |
| Find | Search the list by keyword when you have a lot of documents. |
Deletion is permanent and cannot be undone. Make sure you have the content elsewhere if you might need it again.
When changes take effect
Changes take effect on the next customer message. There is no publish step, redeploy, or waiting period. The AI reads the current state of your knowledge base each time it answers, so a fix you save now shows up in the very next reply.
Import from a website
If your content already lives on a public website, you do not have to copy it over by hand.
- Click Import from website.
- Enter a URL.
- Set how many pages to pull in (up to 200; the default is 50).
Iterochat then crawls the site and turns each page into its own knowledge base document.
While the crawl runs, you will see live progress: how many pages have been found, how many imported, and how many were skipped. A typical 50-page crawl takes a couple of minutes.
A few things worth knowing:
- You can close the dialog and the crawl keeps running in the background.
- Imported documents show a small link icon next to their title, so you can open the original page.
- Re-running an import on the same site updates the existing documents instead of creating duplicates.
Crawling works on public, HTML pages. Pages behind a login, and content like PDFs, are not imported. Add those as documents manually.
Writing good KB content
A few habits make the AI noticeably more accurate:
- One topic per document. A focused "Refund policy" document keeps the AI's answers tight and on-point, far better than a sprawling "Everything about our store" one.
- Write the actual answer. Include the specific details customers ask for (amounts, timeframes, steps, conditions), not just a pointer to where the answer lives.
- Use plain language. Short sentences and clear terms. The AI answers in the customer's own words, so give it clear source material to work from.
- Keep it current. When a policy, price, or process changes, update the matching document in the same breath. Stale content produces confidently wrong answers.
Good vs. bad content at a glance
| Habit | Do this | Avoid this |
|---|---|---|
| Scope | One topic per document | "Everything about our store" in one doc |
| Detail | "Refunds are issued within 5 business days" | "See our refund policy for details" |
| Language | Short, plain sentences | Jargon, long nested clauses |
| Freshness | Update the doc when the policy changes | Leave old prices and steps in place |
Your escalation queue is a free content roadmap. When the AI hands off a question it could not answer, that is usually a knowledge base gap. Add a document covering it and the AI handles that question itself next time.
Citations
When the AI answers using your knowledge base, it shows which documents the answer came from. A short Sources line appears under the AI's reply, both in the customer's widget and in the agent dashboard, with one chip per document it drew on.
How a chip appears depends on where the document came from:
- Imported from a website: the chip links to the original page.
- Written or pasted in: the chip shows the title as plain text.
Some replies do not show a Sources line at all. Greetings, clarifying questions, and handoffs to a human do not lean on a specific document, so no sources appear.
Citations are recorded at the moment the AI replies. A past conversation keeps showing what was cited even if you later rename or delete that document.
Languages
You can write knowledge base content in any language. The AI matches the customer's language when it answers, including Bangla, Banglish, and English.
A customer writing in Bangla gets a Bangla reply grounded in the same source content, whatever language you wrote it in. You do not need a separate document per language.