Knowledge base good practices

The clearer and more accurate your Knowledge is, the better your assistant answers. These tips help you start right and improve the assistant week after week.

Put each piece of information in its place

Type of information	Where it goes
Store description, delivery, payment, returns, working hours	Content
A specific repeated question, with the exact answer you want	FAQs
A behavior or style rule, such as “reply in the customer’s language”	Instructions
Products, prices, stock, and order status	Nowhere: the assistant reads them from Salla

Write clearly

• Write the way you’d talk to a customer. Avoid internal shorthand and technical code.
• Be specific. “Delivery within Riyadh in two working days” beats “fast delivery”.
• Don’t add information that changes unless you’ll keep it updated, such as an offer that ends next week.
• Avoid contradictions. When you change a policy, update it everywhere you mentioned it.

Improve the assistant over time

1. Once a week, open Inbox and read a few escalated conversations, or ones your team took over.

2. Look for questions the assistant didn’t answer well.

3. Add a row to FAQs for each of them, or correct Content.

4. Open the Dashboard and look at Top contact reasons. Make sure each frequent reason has a clear answer in Knowledge.

5. Test the assistant with a message from your phone to confirm the answer improved.

Tip

Start in Observe only for your first days, collect real customer questions, and turn them into FAQs before you set the assistant to Active. See Choose how the assistant replies.

See also

• What your assistant knows: Content
• Add FAQs
• Write instructions for your assistant
• Read your dashboard numbers