Your knowledge base

Your knowledge base is what the AI reads before it writes a reply, on comments, DMs, email, and live chat. The more of your real answers it holds, the more accurate and specific the AI's replies are.

Click Knowledge Base in the left menu. Pages are listed on the left, and you can find one with Search pages…. If you shared your website when you signed up, you may already see pages built from it.

Add knowledge

You add knowledge by asking Obie, Brandwise's AI assistant.

1. Click Add knowledge at the top right. Obie opens beside the knowledge base.
2. Tell Obie what to add. Paste text, share a link, or attach a PDF or image.
3. Obie proposes where the content belongs, as a new page or a change to an existing one.
4. Review the proposal and approve it. Nothing is saved until you do.

Good things to add: shipping, returns, and refund policies, product details like sizing and materials, and anything your team answers over and over.

Edit, rename, or delete a page

• Edit: open a page and click Edit, change the text, then click Save. Or click Edit with Obie and describe the change.
• Rename or delete: hover over the page in the sidebar and click the rename or delete icon. A deleted page stops being used in replies.

System prompts

Under System Prompts at the bottom of the sidebar are five pages of standing rules for how the AI writes: Global, Comments, DMs, Email, and Live chat. Use them for tone, sign-offs, and things the AI should never say.

• Global applies to every AI reply on every channel.
• Each channel page applies to that channel only, on top of your Global prompt.

Edit them like any page, or click Write one with Obie on an empty one. The Live chat page also holds your handoff instructions. System prompt pages can't be renamed or deleted.

Suggestions

When the AI can't answer a customer question from your knowledge base, it raises a knowledge gap on the Suggestions tab. Each row shows the Knowledge gap, a Solution (how confident Obie is in its suggested answer, or "None found"), its Status, and when it was Raised.

Open a gap to review it:

• Accept and add with Obie sends the suggested answer to Obie to add. You approve the change before it's saved.
• Reject (or Dismiss when there's no suggestion) stops Obie raising it again.
• If Obie found no answer, click Add knowledge and give Obie the answer yourself.

History

Every change creates a new version on the History tab. Open a version to see which pages were new, changed, or deleted. To go back, open an older version and click Roll back.