Knowledge base

The knowledge base is the collection of articles your Fibly bot reads before it answers a customer. The better the base, the more accurate the answers, and the fewer conversations that land on a support agent's desk.

In the panel, you open it from the Knowledge base tab. Articles are grouped into one or more knowledge bases (create one with Add knowledge base). The bot uses a knowledge base only while it is active: open it, use Manage knowledge base, and choose Mark as active. An active knowledge base needs at least one Scope (Support or Sales). Each article inside is a separate entry that you can edit, pin, and link to others.

Ways to add content

There are three ways to add content in the panel:

• Import Markdown files: upload existing documentation from another tool.
• Write articles manually: the built-in Fibly editor with a visual and a source mode.
• Sync an article from a URL: Fibly fetches the article's content from a public address every 10 minutes.

If you entered your website address while setting up your workspace, Fibly also reads your site in the background and builds a first set of articles from it automatically.

We can create the first version of your knowledge base for you. If you'd like us to prepare an initial set of articles based on the content from your website, write to us at kontakt@fibly.pl.

We don't currently support importing PDF or DOCX files or YouTube videos directly. Content from such sources needs to be converted to Markdown or pasted in as text.

Organization and quality

Content alone isn't everything. Fibly helps you keep things tidy through:

• Pinning key articles: up to three entries that the bot reads first.
• Prerequisites: indicating that one article should be read in the context of others.
• Content quality: an automatic assessment of whether an article is fit for the bot to use.

Best practices

Finally, best practices: a collection of tips on how to write articles the bot responds well to.