Documentation

Knowledge Base

Add and manage content so your AI can answer customer questions accurately.

Your AI is only as good as the knowledge you give it. The knowledge base is where you add content for your AI to learn from.

How It Works

tahc uses RAG (Retrieval-Augmented Generation):

  1. Content is indexed — Your content is broken into chunks and stored
  2. Questions are matched — Customer queries are matched to relevant chunks
  3. AI generates answers — Using matched content, AI creates accurate responses
  4. Sources are cited — Customers and agents can see where answers come from

The more quality content you add, the better your AI becomes. Aim for comprehensive coverage of common customer questions.

Adding Content

Method 1: Crawl Your Website

The fastest way to get started:

Go to Knowledge Base

In your dashboard, click Knowledge Base in the sidebar.

Click 'Crawl Website'

Enter your website URL if not already added.

Configure crawl settings

Choose which pages to include or exclude using URL patterns.

Start the crawl

tahc will discover and index all accessible pages.

URL Pattern Examples:

PatternEffect
/docs/*Include only docs pages
/admin/*Exclude admin pages
/blog/*Include all blog posts
/internal/*Exclude internal pages

Method 2: Upload Documents

Upload files directly:

Go to Knowledge Base

Click Upload in the Knowledge Base section.

Select files

Drag and drop or click to select files (up to 10MB each).

Wait for processing

Files are parsed and indexed automatically.

Supported Formats:

  • PDF documents
  • Word documents (DOCX, DOC)
  • Text files (TXT)
  • Markdown files (MD)

Method 3: Add URLs Manually

Add specific pages one at a time:

  1. Go to Knowledge Base > Add URL
  2. Paste the full URL
  3. Click Add

Great for:

  • External resources
  • Partner documentation
  • Third-party help articles

Method 4: Quick Entry (Q&A)

Add specific question-answer pairs:

Go to Quick Entry

Navigate to Knowledge Base > Quick Entry.

Enter the question

Write a question customers might ask.

Write the answer

Provide the ideal response.

Save

The Q&A is immediately available to your AI.

Perfect for:

  • Common questions AI gets wrong
  • Company policies
  • Specific product details
  • Information not on your website

Managing Content

Viewing Articles

See all indexed content in Knowledge Base > All Articles:

  • Title and source (crawled, uploaded, or manual)
  • Last updated date
  • Number of chunks
  • Confidence/usage stats

Editing Content

For manually added content:

  1. Find the article
  2. Click Edit
  3. Update the content
  4. Save changes

Crawled content can't be edited directly. Update your website and reindex, or add a Quick Entry to override.

Deleting Content

Remove outdated or incorrect content:

  1. Find the article
  2. Click the delete icon
  3. Confirm deletion

The AI stops using this content immediately.

Reindexing

When you've updated a page on your website:

  1. Find the article in your knowledge base
  2. Click Reindex
  3. tahc fetches the latest content

Or use Bulk Reindex to refresh multiple pages at once.

Best Practices

Be Comprehensive

Cover all topics customers ask about:

  • Product/service information
  • Pricing and plans
  • How-to guides
  • Company policies (returns, shipping, etc.)
  • Frequently asked questions
  • Contact information
  • Business hours

Write for AI

Help your AI understand and respond well:

  • Use clear, direct language
  • Include the question in your answer
  • Provide complete information
  • Use consistent terminology
  • Avoid jargon unless explained

Keep Content Current

Outdated information leads to wrong answers:

  • Schedule monthly content reviews
  • Update after policy changes
  • Re-crawl after website updates
  • Remove discontinued products

Monitor Knowledge Gaps

tahc tracks questions AI couldn't answer well:

  1. Go to Knowledge Base > Gaps
  2. See questions with low confidence
  3. Add content to address gaps
  4. Re-test the questions

Content Limits

Limits depend on your plan:

PlanArticles Limit
Starter100 articles
Starter+500 articles
Pro500 articles

An "article" is one URL, one uploaded document, or one Q&A entry.

Troubleshooting

AI gives wrong answers

  • Check if correct content exists in knowledge base
  • Add a Quick Entry with the right answer
  • Review content for clarity

Crawl not finding pages

  • Ensure pages are publicly accessible
  • Check for robots.txt restrictions
  • Verify sitemap includes the pages
  • Try adding URLs manually

Content not appearing

  • Wait 1-2 minutes for indexing
  • Check for upload errors
  • Verify file format is supported
  • Ensure file isn't too large

Next Steps

Was this helpful?