Skip to main content

Knowledge Base

How to build a knowledge base?​

The knowledge base exists at the customer service level, meaning one Chat-Line account can only have one knowledge base.

There are several ways to build a knowledge base:

Building knowledge base through text file uploads​

  • Chat-Line supports uploading plain text files as knowledge base materials. Note that text documents refer to plain text documents, not formatted text files like Word
  • To avoid parsing failures due to large file sizes, try to keep individual text files under 5MB

Building knowledge base through URLs​

  • Chat-Line supports parsing content through URLs and analyzing it as knowledge base material
  • Note that URLs must be accessible through the public internet - URLs on local networks will fail to parse

Building knowledge base through PDF uploads​

  • Build knowledge base by parsing PDF files
  • If the PDF contains only images, parsing will fail

Knowledge base for e-commerce platform accounts​

After automatic authorization, stores will automatically sync their listed products to the knowledge base

Since e-commerce platform customer service projects are store-based, the automatically collected product information in the knowledge base will be segmented at the store level. In other words, each store has its own independent product knowledge base