Use the knowledge base to maintain business information your assistants can reference. Clear, current sources help the assistant answer; they do not guarantee that every answer will be correct.
Choose a source
Watch source selection, document processing, and verification.
- Articles: write and publish individual answers, guides, and policies.
- Categories: organize articles into topics and subcategories.
- Documents: process URL, file, or sitemap sources into knowledge.
- Short Links: manage reusable shortened URLs and their click records.
AI Writer
The knowledge overview offers AI Writer to draft an article from source notes, uploaded media, or narration. Choose an assistant and provide the source and instructions requested by the form.
Review the generated article's facts, links, wording, and publication settings before customers rely on it. AI Writer media uploads are separate from the supported file formats in the KB Documents importer.
Set up useful knowledge
- Create a few clear categories.
- Add current FAQs and business policies.
- Wait for imported documents to finish processing.
- Associate the relevant knowledge with the intended assistants.
- Test realistic questions and correct gaps or conflicting guidance.
Reprocess sources when they change. Conversation activity does not automatically update published knowledge.
Nviti's own product documentation opens through help actions on supported pages. It is separate from the customer knowledge you manage here.