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Your assistant knows only what you teach it. When a customer asks something you haven’t taught it, it doesn’t guess. It offers to ask you.

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Three ways to teach it

The Knowledge tab, listing websites, files and facts
On your assistant’s Knowledge tab, press Add knowledge and choose one of these:

Your website

Paste its address and pick the pages it may read.

Files

Upload a PDF or a spreadsheet.

Facts

Type what customers ask about, in your own words.

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Your website

Paste your website’s address, then pick which pages your assistant may read. You can pick up to 12, and the home page is always included. To change the pages later, open the website’s menu in Knowledge.
Some websites, or the companies that host them, block visits from programs like Baza. A website that is down looks the same to Baza. If Baza can’t read yours, try again later. You can also ask your web host to let Baza in (it visits as BazaBot), or upload a PDF or type the details instead.

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Files

Upload PDFs and spreadsheets, up to 10 MB each. A PDF can have up to 500 pages, and a spreadsheet up to 2,000 rows. A spreadsheet of your products or services, with names and prices, works well. See What files work.

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Facts

Choose Type it in, pick a category and write what your assistant should know. Each fact can be up to 2,000 characters. Facts are the fastest way to fill a gap you notice in the inbox. Write each one the way you’d explain it to a new employee, with one topic per fact.

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Facts and rules

A fact is something your assistant should know, like your opening hours or how delivery works. A rule is how it should behave, like “Always offer a call back” or “Never discuss prices for custom work”. They go in different places:
  • Facts go in Knowledge. Your assistant uses a fact only when a customer’s question matches it.
  • Rules go in your assistant’s instructions, under Configure → Behaviour. They apply to every reply.
A rule saved as a fact is easy to miss, because your assistant reads it only when a question happens to match it. If what you type reads like a rule, Baza tells you. It offers Add it to Tone and rules instead, or Move it to Tone and rules for a fact you already saved.

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What files work

  • PDFs, up to 10 MB each and up to 500 pages.
  • PDFs with real text work best. A PDF made from scanned pictures can’t be read.
  • A spreadsheet must be saved as a CSV file (most spreadsheet apps can save or download one). It only works as a list of products or prices, up to 2,000 rows.
When you upload a file, say what it is under What is this file?, such as a price list, an FAQ (common questions and answers) or your policies. Your answer decides how Baza reads the file. Baza guesses from the file’s name when it can, so check its guess.