# Bot’s Knowledge
***
## Overview
The **Knowledge Base** feature, located in the **Bots** module, is where you teach your bot to understand and accurately answer customer questions. It helps you build a structured and smart AI assistant by combining:
* Pre-defined question–answer entries
* Business-specific terminology via Dictionary
* Auto-detection of unanswered queries
* Suggestions from real conversations with agents
> This module improves continuously as your bot interacts with users and learns from experience.
***
## 📘 1. Knowledge Entries
### Overview
This is the main list of Q\&A pairs that the bot uses to provide automatic replies. Each entry contains a question, an answer, and a status label.
### Status Types
* **Imported** – Already learned and usable
* **In Review** – Pending admin approval
* **Overlapped** – Similar to an existing entry
### How to Use
1. Go to **Bots → Knowledge Base**
2. View the list of Q\&A entries
3. Click ✏️ to edit or 🗑️ to delete any entry
> You can search entries using the top-right bar.
***
## 2. Dictionary
### Overview
The **Dictionary** is used to help the bot understand **slang, abbreviations, or business-specific terms**. It allows you to define what each keyword means so the bot can interpret customer input more accurately.
> ❗ The dictionary only supports plain text (no emojis or symbols).
### How to Use
1. Click **Dictionary** from the top-right corner of Knowledge Base
2. Click **+ New Keyword**
3. Enter:
* **Keyword** (e.g., “promo”)
* **Meaning** (e.g., “discount”)
4. Click **Save**
Figure 2. Dictionary Panel
***
## 3. Unanswered Questions
### Overview
When the bot is asked something it doesn't understand (i.e., not in the trained knowledge base), the question is logged as **Unanswered**. This lets admins review and decide whether to create a new answer.
> ⚙️ You can configure how the bot handles these events in Bots → Settings.
### How to Use
1. Go to **Bots → Knowledge Base**
2. Click **Waitlist → Unanswered Questions**
3. Use:
* ✏️ to add a new answer and train the bot
* 🗑️ to delete irrelevant/spam entries
Figure 3. Unanswer Question Panel
***
## 4. Learn from Conversation (via AI Button)
### Overview
This feature allows the bot to **learn Q\&A pairs from real conversations**, but only when agents manually trigger learning via the **AI button in the bottom-left of the chat window**.
> ⚙️ Must be enabled in Bots → Settings under “Bot learns from conversation”.
### How it Works
* When the AI button is clicked during a live chat, the system will extract the most recent question–answer exchange.
* These entries are stored in **Waitlist → Learn from Conversation** for admin review.
### How to Use
1. Enable the feature in **Bots → Settings**
2. During chat, agent clicks the **AI button**
3. Go to **Bots → Knowledge Base → Learn from Conversation**
4. Use:
* 📥 Import to accept
* ✏️ Edit before importing
* 🗑️ Delete if not suitable
Figure 4. Bot learns from messages panel
Figure 5. AI Actions button in Help Desk
***
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