Knowledge base: your website and documents

The knowledge base is the content your chatbot searches for its answers: your website pages and the documents you give it. The more complete and up to date it is, the more accurate the answers.

There are two possible sources, separately or together: your website address and documents.

Your website

When creating the chatbot, in step 2, Knowledge:

1. Enter the Website URL, for example your home page.
2. Choose the Max pages to crawl. The suggested value is 20; the maximum depends on your plan: 50 with Starter (and during the trial), 150 with Growth, 300 with Pro, 500 with Scale.
3. Finish the wizard: ScanChat AI goes through your website and reads the text of each page it finds.

Once the chatbot is created, the Crawled Pages list shows exactly which pages were read.

Your documents

Add what isn't on your website, or isn't detailed enough: catalog, price list, terms and conditions, internal FAQ, product sheets…

• Accepted formats: PDF, Word (DOCX), TXT and Markdown (MD).
• Number and size: depending on your plan, 5 documents per chatbot with Starter (and during the trial), 15 with Growth, 30 with Pro, 50 with Scale; 10 MB max per file (20 MB with Pro and Scale).
• Old Word .doc files are not accepted: save them as .docx.
• The chatbot reads the text of your documents. A scanned PDF (a photo of a page) has no readable text: use the original file or a text export instead.

Add or change sources later

1. Open My Chatbots and click Edit on your chatbot.
2. Open the Knowledge Base tab. It shows your current sources and the list of crawled pages.
3. Click Add More Sources to show the form.
4. Add documents, or enter a new website URL.
5. Click Save Changes.

New documents are added to the existing ones. A new website address replaces the previous one.

To remove a source, click the trash icon on the Website Source or Document Source card, then confirm. Note: the documents card removes all documents at once, and this cannot be undone.

Update after a change on your website

Changed your prices or added a page? The chatbot doesn't re-read your website on its own. In the Knowledge Base tab, click Re-train AI and confirm: your website and documents are read again, and the chatbot answers with the updated information.

When to use instructions instead of a document

• Short, essential information (service area, opening hours, starting prices): put it in the instructions, so the chatbot always knows it.
• Long or detailed information (catalog, terms, manuals): put it in a document.
• Exact answer to a frequent question: use a quick reply.

What's next?

1. Test the chatbot with questions answered in your documents.
2. Write good instructions.
3. Check unanswered questions in your statistics.