Knowledge
Knowledge feeds
Bots are only as good as what they read. Botdesk feeds every bot from your help center and internal notes, cites sources in every answer, and shows you exactly which missing article would take the biggest bite out of your queue.
What a fed bot does differently
What can feed your bots
- Help center articles
- Internal how-to notes
- Saved replies
- Policy pages
- Product descriptions
- Past resolved chats
Your knowledge base, month one
Day 1 — import what exists
Bring your current articles in as they are. The bots start using them immediately, and the first conversations reveal how far your existing knowledge actually reaches.
Week 1 — read the gap report
The ranked list of unanswered questions is ready. It is usually shorter than feared: a handful of topics generate most of the misses.
Week 2 — write the top five
Close the five biggest gaps — often an afternoon of writing. Each new article starts deflecting its share of the queue the moment you publish it.
Month 1 — knowledge compounds
The gap list keeps refreshing as your product and seasons change, and each article you add works every channel, every language, every shift — permanently.
How an article becomes an answer
Bring what you have
Import your existing help center or start from a blank one inside Botdesk. Messy is fine — coverage matters more than polish, and the gap report will show you what to fix first.
Bots read it all
Every bot on your roster draws on the same library, filtered by its lane: the returns bot leans on policy pages, the FAQ bot on how-tos, the night bot on all of it.
Answers cite sources
When a customer asks, the bot answers in its own words and links the article behind the answer. Trust is built into every reply instead of asked for.
Gaps become your to-do list
Questions that found no article are collected, grouped and ranked by frequency. Twenty minutes of writing against that list beats a month of guessing what customers need.
Frequently asked questions
- Our help center is a mess. Is that a dealbreaker?
- It is the normal starting point. Import what you have; the bots will use the good parts, step aside where coverage is thin, and the gap report will hand you a ranked, honest to-do list. Most teams get more cleanup done in the first two weeks with Botdesk than in the previous year.
- Will the bot make things up when an article is missing?
- No. Missing knowledge triggers a handoff, not improvisation: the bot tells the customer a person will help, files the conversation with a summary, and logs the gap. The cautious default is the point — a wrong answer costs more than a short wait.
- Who can see the internal notes?
- Only your team. Internal articles inform bot answers and Copilot drafts but are never shown to customers verbatim — pricing exceptions and internal shorthand stay inside. Public articles are the only thing customers ever see or get linked to.
- How do I know which article to write next?
- The gap report tells you exactly: every question that found no good answer, grouped by topic and sorted by how many conversations it would have saved. You write against evidence, not hunches — and you can watch each new article start earning immediately.
- Do I have to rewrite everything in every language we support?
- No. Keep your knowledge in the language you work in; bots converse with customers in theirs across 50-plus languages, drawing on the same articles. One well-maintained library serves every market you sell to.