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Create a Knowledge Base

Add information about your brand for our AI to use when generating responses.

Alec Corum avatar
Written by Alec Corum
Updated over 3 weeks ago

Overview

Your Knowledge Base is where you store all the information about your brand that powers AI-generated replies across comments, DMs, emails, and live chat. When you upload text or files, Brandwise's AI automatically processes and organizes the content into a structured knowledge base with folders and pages, making it easy to view, edit, and manage everything in one place.

How the AI-Powered Knowledge Base Works

Unlike traditional knowledge bases where you manually organize everything, Brandwise uses AI to do the heavy lifting:

  1. Upload content - Add text or PDF files with information about your brand

  2. AI processes and organizes - The system automatically reads your content and creates a structured hierarchy of folders and pages (typically takes 20-30 seconds)

  3. View and edit - Review the organized content in an easy-to-navigate interface with folders and pages

  4. AI uses for replies - When generating responses, the AI references your knowledge base and shows which pages it used as sources

Accessing Your Knowledge Base

Your knowledge base is automatically created when you sign up for Brandwise. If you provided your website URL during onboarding, the AI has already scanned your website and created an initial version of your knowledge base with your existing content organized into folders and pages.

Already have content? Navigate to your Knowledge Base to see what the AI has automatically organized from your website. You can review, edit, and expand on this foundation.

Adding More Information to Your Knowledge Base

You can continue to expand your knowledge base by adding more content:

  1. Click the + Add Knowledge button in the top right

  2. Choose your content type:

    • From Text - Write or copy and paste text content

    • Upload File - Upload PDF files (other formats coming soon)

  3. Enter a title for your content

  4. Add your content (text or select your PDF file)

  5. Choose how to organize it:

    • Auto (recommended) - Let the AI automatically decide the best folder and page placement

    • Manual - Select an existing folder and page, or create new ones

  6. Click Add to Knowledge Base

When upload is successful, you'll see a confirmation message. The content will appear in your knowledge base within 20-30 seconds as the AI processes and organizes it.

What to Add or Expand

If you provided your website URL during setup, you may already have some of this information. Review what's already there and add or expand on these essential areas:

  • Product information - Descriptions, features, specifications from your product pages

  • Pricing and plans - Current pricing, what's included in each plan or product variant

  • Shipping policies - Shipping times, costs, international shipping details

  • Return and refund policies - How customers can return items, refund timelines, conditions

  • FAQs - Common questions and answers from your website or previous customer interactions

  • Brand voice guidelines - How you want the AI to communicate (tone, style, specific phrases to use or avoid)

You can quickly populate your knowledge base by copying content directly from your website. Just copy and paste sections into the "From Text" option - no need to rewrite everything from scratch.

Understanding Knowledge Base Structure

Your knowledge base is organized hierarchically:

  • Folders - Top-level categories (e.g., "Product Info", "Pricing", "Support Policies")

  • Pages - Individual content pages within folders (e.g., "Shipping Policy", "Return Process")

When you add content in Auto mode, the AI analyzes what you're uploading and places it in the most appropriate folder and page. If relevant folders or pages don't exist, the AI creates them automatically.

Global Instructions

Global Instructions is a special section in your knowledge base that contains system-level instructions and foundational guidance for your AI assistant. This section appears at the bottom of your knowledge base sidebar and is always expanded.

What Are Global Instructions?

Global Instructions provide overarching guidance that applies across all AI-generated responses. You can set base instructions that apply everywhere, plus customize specific instructions for each channel:

  • Global - Base instructions that apply to all channels

  • Comments - Specific instructions for social media comments

  • DMs - Specific instructions for direct messages

  • Email - Specific instructions for email responses

  • Chat - Specific instructions for live chat

Channel-specific instructions supplement or override the global instructions, giving you precise control over how the AI behaves in different contexts.

Setting Up Global Instructions

1. Set Base Instructions (Global Page)

Start by setting your foundational instructions that apply everywhere:

  1. Click on the Global page in the Global Instructions section

  2. Click the Edit button

  3. Add your base instructions (see examples below)

  4. Click Save and confirm

2. Customize Per Channel (Optional)

Add channel-specific instructions to customize behavior for different platforms:

  1. Click on a channel page (Comments, DMs, Email, or Chat)

  2. Click the Edit button

  3. Add instructions specific to that channel

  4. Click Save and confirm

Channel-specific instructions work alongside your Global instructions. You don't need to repeat everything - just add the unique guidelines for each channel.

Note: Unlike regular knowledge base pages, you cannot delete pages from the Global Instructions section. You can only edit existing pages. This ensures your AI assistant always has foundational guidance.

Viewing AI Reply Sources

One of the most powerful features of the new knowledge base is transparency - you can see exactly which pages the AI used to generate each response.

How to View Sources

  1. Generate an AI reply (in comments, DMs, emails, or live chat)

  2. Look for the Sources button below the generated reply

  3. Click Sources to open the sources dialog

  4. Review the list showing:

    • Page titles from your knowledge base

    • Relevance scores

    • Excerpts of the exact text used

  5. Click on any page title to open that knowledge base page in a new tab

Understanding Relevance Scores

Each source shows a relevance score indicating how closely it matches the customer's question:

  • 90%+ (Green) - Highly relevant, directly answers the query

  • 80-89% (Blue) - Very relevant, strong match

  • 70-79% (Yellow) - Relevant, useful context

  • Below 70% - Lower relevance, may need knowledge base improvement

If you frequently see low relevance scores or "No pages from your knowledge base were used," it's a sign you need to add more detailed information on that topic to your knowledge base.

Version History

Every change to your knowledge base is tracked. You can view the history and rollback to previous versions if needed:

  1. Navigate to Knowledge Base

  2. Click the History tab

  3. Browse all versions (newest to oldest)

  4. Click on any version to view its details

  5. Click Rollback to restore that version

Rolling back to a previous version cannot be undone. This will revert your entire knowledge base to that point in time, removing any changes made after that version.

What's Next

Now that your knowledge base is set up:

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