Knowledge Banks

How to work with Knowledge entries

A Knowledge entry is one small piece of an answer. It is what the bot actually searches and reads. Your documents and web pages are cut into these automatically.

Updated October 4, 2026. Applies to the BotableX Staff Portal. For tenant admins.

A Knowledge entry is one small piece of an answer. It is what the bot actually searches and reads. Your documents and web pages are cut into these automatically.

This article shows how to read your entries, fix a bad one, and write a new one by hand when the bot keeps getting one thing wrong.

Before you start

You need the Knowledge permission (knowledge.manage).
You need a Knowledge Bank with at least one file or web page already added.

Why entries matter more than documents

The bot never reads your whole document. It searches for the few entries that best match the customer’s question and answers from those. So the quality of your entries is the quality of your bot.

Reading a handful of entries is the single most useful thing you can do when the bot gives a poor answer.

So how do you look at your entries?

In the menu on the left, click Knowledge Banks and open your bank.
Click the Knowledge entries tab. The tab shows how many there are in brackets.
Each entry is one card. To change one, click Edit on its card.

Knowledge entries tab (2) with several entry cards; the Edit button on the first card (3) is marked — Figure 1: Every card is one Knowledge entry: the text, its search terms, and the questions customers might ask

What is on an entry card

A badge: Searchable once the bot can use it, Processing while it is being prepared, or Manually added if you wrote it yourself.
from tells you where it came from.
The answer text itself.
A row of blue search terms: extra words that lead the customer to this entry.
A list of phrasings: real questions a customer might type that should find this entry.

Fixing an entry

Click Edit on the card. Three boxes open.

An entry in edit mode, showing Answer text, Search terms (Enter to add), Phrasings customers might use (one per line) and the Save button — Figure 2: Editing a Knowledge entry

Box	What it is for
Answer text	The actual content the bot reads and answers from. Fix wrong facts here.
Search terms (Enter to add)	Extra words that should lead the customer to this entry. Type a word and press Enter to add it. Click the small × on a word to remove it.
Phrasings customers might use (one per line)	Real questions a customer might type. This is the most useful box of the three.

Click Save when you are done, or Cancel to leave it as it was.

Writing an entry by hand

This is the fastest fix when the bot keeps getting one specific question wrong.

On the Knowledge entries tab, scroll to the bottom and click + Add entry.

The bottom of the Knowledge entries tab with the + Add entry button (1) marked — Figure 3: + Add entry sits under the last card

In Answer text, write the answer exactly as you want the bot to know it. Write facts, not a script. The bot puts it into its own words.
In Phrasings customers might use, type several real ways customers ask this, one per line. Include the wrong wording and the misspellings they actually use.
Add a few Search terms: type a word, press Enter.
Click Save.

The new manual entry form with Answer text (2), Phrasings customers might use (3) and Save (5) marked — Figure 4: A hand-written entry. It sits next to the ones made from your documents and the bot treats it the same

Good entries and bad entries

One idea per entry. An entry covering five topics matches none of them well.
Write the answer plainly. Skip introductions such as “In this article we will explain”.
Include the words customers use, not only your internal words. If customers say “delivery” and you say “fulfillment”, put both in.
Keep prices, opening hours and policies in their own entries, so they are easy to find and easy to update.
If an entry is wrong, fixing the entry is quicker than re-uploading the document. But remember that re-reading a web page later replaces the entries made from that page.

Common problems

Problem	What to do
No entries yet. Use the Discovery tab to ingest URLs, or click “+ Add entry” to author one manually.	The bank is empty. Add files or run a discovery first.
An entry is wrong	Click Edit, fix the Answer text, and Save. If it came from a web page, fix the page too, or the next re-read will bring the mistake back.
The bot never finds the right entry	Add the customer’s actual wording to Phrasings customers might use. This helps more than anything else.
Entries look like chopped-up menus	The source page was mostly navigation. Untick that page on the Sources tab and use a better one.
My manual entry disappeared	Manual entries are not removed by a re-read. Check you are looking at the right bank, and check it was not deleted together with a selected group.

Tip from the BotableX team. When a customer asks something the bot got wrong, copy their exact sentence into Phrasings customers might use on the right entry. Real customer wording beats anything you would invent.