Pinning articles

Pinned articles are entries the bot reads in every conversation, regardless of the customer's question. Use them for content that forms the foundation of your offering: a short brand description, key rules, availability information.

Limit

You can pin a maximum of 3 articles per account. The limit is deliberate: if the bot had to read dozens of long texts with every message, it would run slowly and lose context.

Length limit for a pinned article

The content of a pinned article can't exceed 1,500 characters, roughly one A4 page. If an article is longer, trim it down to the most essential information or don't pin it.

How to pin an article

1. Open the article in the Knowledge base tab.
2. In the panel next to the editor, tick Pin article.
3. Click Save.

If you have already pinned three articles, saving shows an error. Unpin another article first to free up a slot. The checkbox is unavailable while the article is longer than 1,500 characters. All pinned articles are listed under Pinned articles in the Knowledge base tab.

What to pin

The best candidates:

• A short description of your brand and tone: a one- or two-sentence profile of the company. It helps the bot stay in your style.
• Your most important rules: e.g. "free delivery over 200 PLN", "returns within 30 days", "we only serve customers in Poland".
• A currently running promotion or campaign: pin it for the duration and unpin it once it ends.

What not to pin

• long terms and conditions (they'll exceed the character limit),
• niche topics (better to let the bot reach for them only when needed),
• content that changes often, if you won't remember to update it.

What's next

Once your pins are set, link related articles with prerequisites.