ChatSignals

Adding Knowledge to Bots

Add knowledge to your ChatSignals bot using URLs, text snippets, and folders. Manage recommendations and capability gaps to improve bot accuracy.

Knowledge sources and bots are currently only available for HubSpot data sources.

Your bot needs knowledge to answer questions. ChatSignals provides a dedicated Knowledge page for managing all your knowledge sources, plus AI-powered recommendations to help you fill gaps.

Knowledge Source Types

Website URLs

Provide a link to any publicly accessible webpage. ChatSignals will crawl the page, extract the content, and index it for your bot. Great for:

  • Help centre articles and FAQ pages
  • Product documentation and feature pages
  • Blog posts and case studies
  • Pricing and "About Us" pages

Text Snippets

Write custom content directly. Ideal for:

  • Internal policies or procedures
  • Custom FAQ answers not documented elsewhere
  • Temporary announcements or promotions
  • Specific instructions for your bot

Adding Knowledge Sources

  1. Navigate to the Knowledge page from the main menu.
  2. In the Sources tab, click "Add Source".
  3. Choose URL or Snippet.
  4. Enter the URL or write your snippet content, and give it a name.
  5. Click Save.

The source will be processed and indexed automatically. This usually takes a few seconds for snippets and up to a minute for URLs.

Organising with Folders

Keep your knowledge organised using folders:

  1. On the Knowledge page, click "New Folder".
  2. Give the folder a name (e.g., "Product Documentation", "Pricing", "Internal Policies").
  3. Drag and drop knowledge sources into folders, or create sources directly within a folder.

You can nest folders to create a hierarchy that mirrors your product or team structure. When assigning knowledge to a bot, you can select an entire folder to include all sources within it.

Assigning Knowledge to a Bot

Once you've added knowledge sources, tell your bot to use them:

  1. Go to the Your Bots page and click the settings icon next to your bot.
  2. Open the Knowledge section.
  3. Check the boxes next to the knowledge sources or folders you want your bot to use.
  4. Click Save.

Your bot will now use these sources to answer questions.

Knowledge Recommendations

ChatSignals automatically identifies knowledge gaps and suggests new content to add. Find these on the Recommendations tab of the Knowledge page.

Recommendations are generated from:

  • Questions your bot couldn't answer confidently
  • Topics that come up frequently in conversations
  • Areas where customers expressed confusion

Each recommendation includes:

  • A suggested topic and content outline
  • Evidence from the conversations that identified the gap
  • A relevance score
  • Quick actions to create a snippet directly from the recommendation

Capability Gaps

The Capability Gaps tab shows you specific areas where your bot struggled to provide good answers. Unlike recommendations (which suggest new content), capability gaps show you the actual conversations where the bot fell short.

Each gap includes:

  • The topic or question type
  • How many conversations were affected
  • Priority scoring based on frequency and impact
  • Links to the relevant conversations

Use capability gaps to prioritise which knowledge sources to add next for the biggest improvement in bot performance.