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BoundBot answers best when your knowledge is structured and current. The platform supports several knowledge sources in the Knowledge area so you can combine direct answers, long-form content, live websites, products, and external tool servers.

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Knowledge source types

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When to use each source

Use FAQs when the answer should stay short, exact, and easy to maintain.Best for:
  • Refund and return policies
  • Contact information and escalation paths
  • Opening hours and location details
  • Pricing clarifications and plan limits
  • Common support questions with a single correct answer
Example: “What is your return window?” → “We accept returns within 30 days of delivery. Items must be unused and in original packaging.”
Phrase FAQ questions the way customers ask them. Add 2–3 phrasings per answer if your dashboard supports it, so the bot matches more variations.

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Add an FAQ manually

FAQs give the bot short, exact answers for policies, hours, pricing, and common support questions. Add them one at a time from the dashboard.
1

Open the Knowledge area

Go to Knowledge in the sidebar and open the FAQs section (or the main knowledge base page where FAQs are listed).
2

Create a new FAQ

Click Add FAQ, New FAQ, or the equivalent action on the FAQs list.
3

Enter question and answer

Type the question as customers would ask it, and the answer exactly as you want the bot to use it. Keep the answer concise so retrieval and responses stay accurate.
4

Save

Save the FAQ. It is indexed and available to the bot immediately for all channels that use this team’s knowledge base.
Only owners and members with access to the Knowledge area can add or edit FAQs. If you do not see the option, check your team role and that you are in the correct team.

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Knowledge refresh

When source content changes, you need to refresh or re-sync so the bot uses the latest data.

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Website sources

1

Open Website sources

Go to Knowledge → Websites.
2

Refresh the URL list (optional)

On the source card, use Fetch links to rediscover or update the list of URLs from the sitemap or crawl.
3

Re-crawl and re-index

Click Crawl pending links to fetch and index the current page content. New and updated pages are then available to the bot.
You can also enable Auto recrawl when adding or editing a website source so BoundBot refreshes that source on a schedule.

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File sources

Files are indexed at upload time. To refresh file content after you change the document:
1

Open the Files page

Go to Knowledge → Files.
2

Replace or re-upload

Delete the existing file entry and upload the updated file, or use the replace/re-upload action if the dashboard offers it. BoundBot re-indexes the new version and the bot will use the updated content.
Re-crawling websites and re-uploading files count toward your plan’s crawl and storage limits. Use refresh when content has actually changed to avoid unnecessary usage.

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Best practices

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Structuring your data

How you structure content directly affects how well the bot finds and uses it.
Use clear headings in documents. In PDFs, DOCX, and Markdown files, use a logical heading hierarchy (e.g. H1 for title, H2 for sections). BoundBot uses structure to chunk and retrieve content; good headings improve answer accuracy.
Keep FAQ answers concise. One clear paragraph or a short list works better than long blocks of text. The bot can then return the full answer or a tight summary without losing the main point.
Use consistent wording. Phrase FAQ questions the way customers ask them. Align product names, policy terms, and key phrases across FAQs and file content so retrieval matches user intent.
Prefer one topic per FAQ. One question and one focused answer per FAQ item makes it easier to maintain and reduces conflicting or overlapping answers in responses.

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Test your knowledge base

Before going live, verify that the bot finds the right answers from your FAQs, files, websites, and products. Use the Playground as your test environment. Playground runs the same pipeline as the live WebChat widget, so you see exactly how the bot will respond to customers.
1

Open Playground

Go to Playground in the dashboard and select the bot that uses your knowledge base.
2

Ask knowledge-based questions

Send messages that should be answered from your FAQs, file content, website snippets, or product data. Try variations and synonyms to see how retrieval behaves.
3

Check answers and sources

Confirm that the bot returns the correct information and, when applicable, cites the right source. If an answer is wrong or missing, update the knowledge source and test again in Playground.
Run through a short list of real customer questions in Playground after every knowledge change. See Playground for more on testing prompts, actions, and workflows.

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Storage and limits

The sidebar shows both credit usage and knowledge storage usage for the current team. File upload, MCP connections, product catalog size, and crawler limits depend on your plan.
  1. Add core FAQs first.
  2. Upload your most important documents.
  3. Add website sources for pages that change often.
  4. Import products if you sell catalog items.
  5. Add MCP connections only when you need tool execution.

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Go deeper

Files

Upload documents and turn them into searchable knowledge.

Website sources

Crawl web pages, sitemaps, and individual URLs.

Products

Build a structured product catalog with manual entries or imports.

Connected MCPs

Connect external tool servers for live actions and data access.

Integrations

Connect Google Sheets, Calendly, WordPress, and MCP servers.

Plans and limits

Check file, product, crawler, and MCP availability by tier.