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Best practices

Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.

Lessons gathered from the deployments that work best. Don't treat them as rigid rules; they're a starting point, not gospel.

Be specific

The bot answers better when it finds facts in the base, not generalities.

❌ "We offer fast delivery and returns in line with company policy."

✅ "Courier shipping within 24 hours of payment. Returns accepted within 30 days of delivery, free of charge within Poland."

One topic, one article

Mixing several topics into a single entry lowers search relevance. It's better to split them into separate articles and, if needed, link them with prerequisites.

Write from the customer's perspective

Phrasings that work well:

  • "To return a product, …"
  • "We'll issue an invoice if …"
  • "You'll find your order in …"

Phrasings worth rewriting:

  • "The system allows the initiation of the return process …"
  • "The recipient-side customer is in possession of …"

Keep articles 200–800 words

Fibly will flag articles that are too short (under 50 words) as not useful. Ones that are too long (over 1,000 words) tend to mix topics and lower relevance. The optimal length is 200 to 800 words.

Update after product changes

After every change to pricing, terms, or a procedure, check whether your existing articles are still up to date. Stale content in the knowledge base misleads customers, which undermines trust in the bot and the brand.

Tip: once a month, review the conversations in the Conversations section, especially those that were escalated. They're material for new articles. Every unhandled question is a gap in the knowledge base.

Use headings

Short ## headings in long articles help the bot get to the point. A customer asking about a complaint over a manufacturing defect will get a more accurate answer if you highlight a "Manufacturing defects" section in the article.

Don't copy the lawyers

Terms and conditions written in formal, legal language are hard for the bot and unreadable for customers. Keep the text of your terms in the base as a reference, but next to it write a summary in your own words, and let that be the basis for answers.

What's next

Once your knowledge base is working, move on to bot configuration. That's what ultimately decides the tone of the answers.