Give HiQBot your policies, manuals and price lists. The knowledge base chatbot answers on website chat, WhatsApp, Instagram, Messenger, Telegram and LINE, and passes the chat to your team when the answer is not there.
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A knowledge base chatbot is an AI chatbot that answers customers from a business’s own material, the policies, manuals, price lists and pages its team already uses, and says so when the answer is not there.
Ask a scripted chatbot something nobody wrote a reply for and it shows you a menu. A knowledge base chatbot reads the question, looks it up in what you gave it and answers in a sentence, the way a well-briefed member of staff would. Your knowledge base here is simply that material. If you want the background on how HiQBot stores and uses it, see the AI knowledge base in our FAQ. This page is about what customers get: answers at any hour on the channels they already use, and a person when the material runs out.
HiQBot is a conversational platform for customer service, with AI agents and live chat on website chat, WhatsApp, Instagram, Messenger, Telegram and LINE.
Sources
Most businesses already have the answers written down somewhere: a returns policy, a manual, a spreadsheet of prices, the FAQ page nobody reads. Building a chatbot from documents like these takes an afternoon, because there is nothing to rewrite.
One knowledge base serves every channel, so WhatsApp and your website never give different answers.
Knowledge
The chatbot answers from two things: your knowledge base and the conversation in front of it. When Jenna asks whether her coffee machine is still under warranty, it finds the warranty terms in your policy and answers with them. When she asks for a courier date that is in none of your documents, it tells her it does not have that information and brings in your team. It does not read the customer’s other chats or guess from general knowledge about coffee machines.
| Rule-based chatbot | Knowledge base chatbot | |
|---|---|---|
| How it is built | Someone writes every question, keyword and reply | You give it the material you already have |
| A question nobody scripted | Falls back to a menu or "I didn’t understand" | Answers if the material covers it, says so if it does not |
| When a policy changes | Every affected flow has to be edited | Replace the document or update the sheet |
| What you learn from it | Which buttons people pressed | The questions customers asked that your material did not answer |
Handover
No knowledge base covers everything. What matters is what happens next. For each channel you choose one of two routes: the chatbot hands the conversation to your team, who see everything said so far and reply in the same chat, or it takes the customer’s details so someone follows up later. Either way it tells the customer what is happening, and it can ask for a name, email or phone first.
Every question it could not answer lands in your knowledge gaps list, with how often it was asked. Answer it once from the dashboard and it goes into the knowledge base, so the next customer gets the answer. Where a problem needs fixing rather than answering, support tickets can pick it up.
Knowledge gaps
Questions the AI could not answer, last 30 days
A knowledge base AI chatbot for customer service earns its keep wherever the same questions come in every day and the answers already exist in a document. HiQBot’s AI agents come tuned for each trade, so the answer can turn into a booking, an order or a lead.
Returns windows, warranty terms, sizing and delivery times from your policies, with product answers from your catalogue.
Check-in times, parking, pets and what is in each room, answered at midnight from your house rules.
Setup and how-to questions from your help docs and release notes, with a ticket when something is broken.
What a tour includes, visa and entry notes, and cancellation terms, only from the documents you upload.
Listing details, fees and area notes from a listings sheet, with a viewing booked when the buyer is ready.
Menu, allergens and opening hours from your own menu file, before the table request or the order.
Most knowledge base chatbots look the same in a demo, answering a question the vendor chose. These are the things that decide how one behaves with your customers on a busy Monday.
Customers ask the same question in different places. The chatbot answers on all six from the same material, in the language the customer writes in, and every conversation lands in one inbox. Customers can also send a photo, a product label or a damaged part, and the AI reads it.
Return and warranty policies, product manuals, price lists, the FAQ page on your site. The documents your team already looks things up in are the right place to start.
Upload the files, paste the odd answer, link the Google Sheet and add your website pages. One knowledge base serves every channel.
Hand the chat to your team, or take the customer’s details so someone follows up. Pick which details it collects first.
Website chat, WhatsApp, Instagram, Messenger, Telegram and LINE, or only the ones your customers use.
Open the knowledge gaps list, answer the questions it could not, and the next customer who asks gets the answer.
Last updated
A knowledge base chatbot is an AI chatbot that answers your customers from your own material: policies, manuals, price lists, product sheets and website pages. HiQBot answers on website chat, WhatsApp, Instagram, Messenger, Telegram and LINE, and hands the chat to your team when the answer is not in what you gave it.
Files such as PDF, Word, PowerPoint, Excel, HTML, EPUB and plain text, text you paste in, product lists, a linked Google Sheet, and pages from your website, one page or a whole site of up to 50 pages. Notion, Google Drive and Confluence are not connected.
It answers from your material and from the conversation in front of it. When the answer is not in your material, it says so instead of guessing, and the question is added to your knowledge gaps list so you can fill it in.
You choose per channel. It can hand the chat to your team, who see everything said so far, or take the customer’s details so someone follows up later, and it tells the customer which one is happening. It can ask for a name, email or phone first.
No. Upload files, paste text, link a Google Sheet or add your website pages in the dashboard, and the chatbot starts answering from them. You can upload several files at once and watch each one process.
Replace a file, edit the text or update the sheet. A linked Google Sheet refreshes on a schedule and when you press sync. The knowledge gaps list shows the questions it could not answer and how often each came up, and you answer them from the dashboard.
No. HiQBot does not publish a help center or article pages for customers to browse. It reads your material and answers customers in chat. If you already have a help center, add its pages as a source.
Website chat, WhatsApp, Instagram, Messenger, Telegram and LINE, from one knowledge base and one inbox. It replies in the language the customer writes in, with nothing to set up.
No. Your customer data is never used to train models, each organization’s data is kept separate, and data is encrypted in transit and at rest. Email addresses and phone numbers are masked in the text the AI reads.
Yes. On website chat, WhatsApp, Instagram, Messenger, Telegram and LINE the AI reads photos a customer sends, such as a product label or a damaged part, and answers from your material.
Start with the document your customers ask about most and see the answer arrive on WhatsApp before you pay for anything.