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CraftBot Docs v1 — internal preview
Admin & SettingsKnowledge bases

Knowledge bases

A knowledge base (KB) is a curated, bilingual set of question/answer pairs the bot’s FAQ node retrieves from. Each KB is a separate workspace — group entries by topic, audience, or product line.

Creating a KB

  1. Settings → Knowledge bases → + New knowledge base.
  2. Name — admin-facing label (e.g. General insurance FAQs).
  3. Description — optional context for fellow admins.
  4. Save. The new KB appears in the list with an entry count of zero. Click Open to manage its entries.

Adding entries

Inside a KB, click + New entry.

  1. Question (English) — the canonical phrasing customers will ask.
  2. Question (Arabic) — the Arabic equivalent. Both fields are stored, and the FAQ node matches against the language of the inbound message.
  3. Answer (English) — the reply sent to English-speaking users. Supports {{variable}} interpolation when the recipe set a variable before the FAQ node.
  4. Answer (Arabic) — the Arabic reply.
  5. Tags — optional categorisation used for filtering and analytics.
  6. Status — Draft (saved but not served by the FAQ node) or Active (live).

Knowledge base entries table with bilingual question columns, tag chips, status pills, and per-row actions

Searching and filtering

The entry list supports full-text search across questions and answers in both languages. Use the search box at the top of the KB detail page; results paginate at 25 per page.

Editing KB details

The Edit details button on the KB header reopens the create form for that KB — change the name or description without touching entries.

Importing and exporting

Two affordances at the top of the KB detail page:

  • Export — downloads every entry as a JSON file. The export shape is the same the import accepts, so export-from-staging + import-into-production is a one-step migration.
  • Import — paste a JSON payload of entries. The expected shape is nested: question: { en, ar }, answer: { en, ar }, tags, status. Sample shape is shown in the import dialog. Imported entries are added to the KB; existing entries are not deleted.

Where KBs are used

  • FAQ node in the recipe canvas — picks a KB by name and retrieves the highest-scoring entry that matches the user’s message. Falls through to the No-Match port when nothing scores above the configured threshold.
  • Multiple KBs per recipe — you can have several FAQ nodes pointing at different KBs (e.g. one for general FAQs, one for billing). Branch on language or topic before the FAQ node to pick the right KB.

Best practices

  • Author entries bilingual from day one. Single-language KBs deflect badly when the audience is mixed.
  • Tag entries consistently. billing, claims, policy is a better starting taxonomy than ad-hoc keywords.
  • Review fallback (No-Match) rates weekly during ramp-up. High fallback usually means missing coverage in the KB, not a misconfigured threshold.
  • Retire low-confidence entries. If an entry is matched but the user complains it’s off-topic, lower its priority or remove it.
  • Bulk-edit via export → modify → import. The JSON round-trip is faster than the UI for large rewrites.

Limits

  • Maximum 10,000 entries per KB.
  • Maximum 1,024 characters per answer.
  • Tags are free text, capped at 10 per entry.

Deleting

Deleting a KB soft-deletes every entry inside it. Recipes pointing at the deleted KB by name will fail their FAQ node — find them and re-point before deleting.

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