# Your knowledge base

> Add your policies and product details so the AI can answer customers accurately.

Source: https://brandwise.ai/help/ai-knowledge-base/knowledge-base
Last updated: 2026-09-30

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](https://brandwise.ai/help/obie/obie-overview), 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](https://brandwise.ai/help/live-chat/ai-replies-and-handoff). 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**.

> **Warning:** Rolling back returns your whole knowledge base to that version, and it can't be undone.