Platform
Knowledge Bases
Create searchable context for chatbots, products, and agents.
Knowledge bases keep answers grounded. A well-scoped knowledge base is usually more useful than a large mixed one.
Verified implementation includes the /kb dashboard route, /api/kb route family, CXO knowledge-gap routes, and migration-backed knowledge-base tables. Product-specific retrieval behavior can differ between chatbot, voice, SEO, and external product flows.
Recommended structure
| Situation | Structure |
|---|---|
| One company support bot | One company support KB with public pages, FAQs, and policies. |
| Multiple products | One KB per product or product line. |
| Vertical SaaS products | One KB per trade, country, and language combination. |
| Internal ops | Separate runbooks, customer data, and engineering docs. |
Metadata
Use metadata when documents vary by product, language, country, version, manufacturer, or legal domain. Voice and chatbot agents can then retrieve a narrower context.