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How-to guideChatbot and AI

Add to the knowledge base

Teach the AI the facts it answers customers from, like delivery times, payment and returns.

3 minutesOwners and adminsUpdated

Before you start

Section titled “Before you start”
  • Owner, admin or manager role in Soosh

Add a source

Section titled “Add a source”

  1. Go to Automation > Knowledge base and click Add source.

  2. In Name, enter what it covers, like Delivery and returns.

  3. Keep Type on Static content.

  4. Optional: in Trigger keywords, enter words, separated by commas, so the AI reads this source only when a customer mentions one. Leave it empty for facts the AI should always know.

  5. In Content / prompt, write the facts plainly, the way you’d brief a new colleague.

  6. Optional: give it a higher Priority so the AI reads it first.

  7. Click Create.

    Open in Soosh

What the AI reads, on the right, shows the source exactly as the AI gets it, and whether it’s Included.

Result

Section titled “Result”

The AI uses the source in its answers from the next message on, as long as AI answers are on.

To pull facts from your own system when a customer asks, choose API fetch as the Type, and enter the address to ask.

Section titled “Related”