Knowledge Base

Purpose

The Knowledge Base is your AI's memory. Everything you add here — FAQs, product information, policies, transcribed voice notes, documents, and crawled websites — becomes available to your AI Agents when answering customer questions across all channels.

Who Can Access

Prerequisites

• Pro plan or higher with Knowledge Base enabled
• manage_ai_writer permission
• For AI to use KB: at least one AI Agent configured

Content Types Overview

SkyLight Chat supports five types of knowledge base entries:

Full Walkthrough

Creating a Text Entry

Best for: FAQs, policies, instructions, structured information

1. Click + Add Entry
2. Select Text
3. Fill in the fields:
   • Title — Descriptive name (e.g., "Return Policy")
   • Content — The actual knowledge text
   • Description — Brief summary (optional)
   • Business Description — How AI should use this (optional)
4. Click Create
5. Entry is immediately available to AI

Example content:

Return Policy

We offer a full refund for any item returned within 30 days of purchase.

Conditions:
- Item must be unused and in original packaging
- Receipt or order confirmation required
- Refund processed to original payment method
- Processing time: 5-7 business days

For exchanges, contact customer support with your order number.

Uploading Documents

Best for: Manuals, specifications, reports, spreadsheets

1. Click + Add Entry
2. Select Document
3. Fill in:
   • Title — Descriptive name
   • Files — Upload one or more files
4. Supported formats:
   • PDF (.pdf)
   • Word (.doc, .docx)
   • Excel (.xlsx, .xls)
   • CSV (.csv)
   • Text (.txt)
5. Click Upload
6. AI automatically extracts and structures the content

Adding Voice Notes

Best for: Recorded explanations, verbal instructions, audio content

1. Click + Add Entry
2. Select Voice
3. Fill in:
   • Title — Descriptive name
   • Audio File — Upload recording
   • Language — Auto-detect or specify (ar, en, etc.)
4. Supported formats:
   • MP3, WAV, M4A, OGG, WEBM
   • Maximum 10 MB
5. Click Upload
6. Audio is transcribed automatically
7. Transcription becomes searchable knowledge

Creating a Product Catalog

Best for: E-commerce products, service offerings, inventory

Option A: JSON Input

1. Click + Add Entry
2. Select Product Catalog
3. Enter Title
4. Add products as JSON array or individually:

[
  {
    "product_name": "Linen Shirt",
    "product_description": "Breathable linen shirt",
    "sku": "LS-001",
    "price": 49.99,
    "currency": "SAR",
    "category": "Shirts",
    "stock_quantity": 120,
    "is_available": true,
    "image_url": "https://cdn.example.com/shirt.jpg"
  }
]

Option B: CSV Upload

1. Click + Add Entry
2. Select Product Catalog
3. Enter Title
4. Upload CSV file with columns:
   • product_name or name (required)
   • description
   • sku
   • price
   • currency
   • category
   • stock or stock_quantity
   • image_url

Crawling a Website

Best for: Help centers, documentation sites, FAQs pages

1. Click + Add Entry
2. Select Website
3. Fill in:
   • Title — Descriptive name
   • Website URL — Starting URL
   • Sitemap URL — Optional, speeds up discovery
4. Configure crawl settings:
   • Crawl entire site — On/Off
   • Max pages — 1 to 100 (default 10)
   • Max depth — 1 to 5 (default 2)
   • Allowed paths — Only crawl these paths (e.g., /docs,/help)
   • Excluded paths — Skip these paths (e.g., /blog,/careers)
5. Click Start Crawl
6. Crawl runs in background — monitor progress in the list

Managing Entries

Editing an Entry

1. Click on the entry row
2. Modify fields as needed
3. Click Save Changes

Changing Entry Status

Toggle between Active and Inactive:

1. Click on the entry
2. Find Status dropdown
3. Select Active or Inactive
4. Inactive entries are excluded from AI responses

Deleting an Entry

1. Click the ••• menu on the entry row
2. Select Delete
3. Confirm deletion

Working with Chunks

Chunks are text segments the AI can use when answering questions. SkyLight Chat usually creates them automatically from your content; you can also manage them manually.

Viewing Chunks

1. Click on any entry
2. Select the Chunks tab
3. See all chunks with their content and status

Chunk Information

Creating a Custom Chunk

1. Open an entry's Chunks tab
2. Click + Add Chunk
3. Enter the content (max 65,000 characters)
4. Click Save
5. The chunk becomes available for AI answers after processing

Editing a Chunk

1. Find the chunk
2. Click Edit
3. Modify the content
4. Click Save
5. The updated text is used for AI answers after processing

Deleting a Chunk

1. Find the chunk
2. Click Delete
3. Confirm deletion
4. The chunk is removed from AI answers for that entry

Field & Control Glossary

Entry Fields

Document Upload Fields

Voice Upload Fields

Product Catalog Fields

*At least one of Products or CSV File required

Product Object Fields

Products returned by the Knowledge Base API also expose product_attributes and purchase_url (checkout or product page link when known — including Salla sync and website crawl catalogs).

Website Crawl Fields

Statuses & Badges

Entry Status

Processing Status (Documents)

Transcription Status (Voice)

Crawl Status (Website)

Nested Screens

Add Entry Type Selector

┌─────────────────────────────────────────────────────────────────┐
│ Add Knowledge Base Entry                                    [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ What type of content would you like to add?                     │
│                                                                  │
│ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐                │
│ │     📝      │ │     📄      │ │     🎤      │                │
│ │    Text     │ │  Document   │ │   Voice     │                │
│ │             │ │             │ │             │                │
│ │ FAQs, text  │ │ PDF, Word   │ │ Audio file  │                │
│ └─────────────┘ └─────────────┘ └─────────────┘                │
│                                                                  │
│ ┌─────────────┐ ┌─────────────┐                                 │
│ │     📦      │ │     🌐      │                                 │
│ │  Catalog    │ │  Website    │                                 │
│ │             │ │             │                                 │
│ │  Products   │ │  Crawl URL  │                                 │
│ └─────────────┘ └─────────────┘                                 │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

Crawl Progress View

┌─────────────────────────────────────────────────────────────────┐
│ Website Crawl: Help Center                                  [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ URL: https://help.company.sa                                    │
│ Status: Crawling                                                │
│                                                                  │
│ Progress: ████████████░░░░░░░░░░░░░░░░░░░░░░░░  24/50 pages    │
│           48% complete                                          │
│                                                                  │
│ Pages crawled:                                                  │
│ ✓ /                                                             │
│ ✓ /getting-started                                              │
│ ✓ /faq                                                          │
│ ✓ /contact                                                      │
│ ⋯ 20 more pages                                                 │
│ → /shipping (crawling...)                                       │
│                                                                  │
│                                            [Cancel Crawl]        │
└─────────────────────────────────────────────────────────────────┘

Chunk Editor

┌─────────────────────────────────────────────────────────────────┐
│ Edit Chunk #3                                               [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ Content:                                                        │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ Refunds are issued to the original payment method within    │ │
│ │ 5-7 business days after we receive and inspect the          │ │
│ │ returned item. You will receive an email confirmation       │ │
│ │ once the refund is processed.                               │ │
│ │                                                              │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ Character count: 234 / 65,000                                   │
│                                                                  │
│ Ready for AI search: ✓ Yes                                      │
│                                                                  │
│                              [Cancel]  [Save Changes]            │
└─────────────────────────────────────────────────────────────────┘

How It Connects

Limits & Plan Behavior

Plan Limits

Platform-wide (same on every plan):

There is no separate plan quota for chunk count or document count beyond the knowledge base entry limit.

What Happens at Limit

When you reach the knowledge base entry limit:

1. + Add Entry button becomes disabled
2. Banner shows: "Knowledge Base limit reached"
3. Existing entries can still be edited
4. Delete entries to free up space, or upgrade

Troubleshooting

Document Processing Failed

Symptoms: Document shows "failed" status

Solutions:

1. Check file format is supported
2. Ensure file isn't corrupted
3. Verify file is under 20 MB
4. Try re-uploading the file
5. For scanned PDFs, ensure OCR quality is good

Voice Transcription Failed

Symptoms: Voice entry shows "failed" status

Solutions:

1. Check audio file isn't corrupted
2. Verify file is under 10 MB
3. Ensure audio has clear speech
4. Try specifying the language manually
5. Re-upload in a different format

Website Crawl Stuck

Symptoms: Crawl shows "crawling" but no progress

Solutions:

1. Wait — some sites are slow to crawl
2. Check if site requires authentication (not supported)
3. Verify robots.txt allows crawling
4. Try reducing max_pages or max_depth
5. Check excluded_paths isn't too restrictive

AI Not Using KB Content

Symptoms: AI doesn't reference KB information

Solutions:

1. Verify entry status is "Active"
2. Check chunks are ready for AI search (has_embedding: true)
3. Ensure KB content is relevant to the query
4. Verify AI Agent is assigned and active
5. Check business_description provides good context

Chunks Not Appearing

Symptoms: Entry shows 0 chunks

Solutions:

1. Wait for processing to complete
2. Check processing status
3. Ensure content isn't empty
4. Text must have substance to chunk
5. Try manually adding a chunk

Best Practices

Content Organization

• Use clear, descriptive titles
• Group related information in single entries
• Add business descriptions for context
• Keep entries focused on specific topics

Writing Effective Content

• Use natural language the AI can paraphrase
• Include variations of common questions
• Be specific with numbers, dates, policies
• Update content when information changes

Catalog Management

• Include comprehensive product descriptions
• Keep prices and availability current
• Use consistent category naming
• Include image URLs when possible

Website Crawling

• Start with small max_pages to test
• Use allowed_paths to focus on relevant content
• Exclude blog, careers, and dynamic pages
• Re-crawl periodically to stay current
• After crawl, check the auto-created Website Products catalog for structured items and purchase links

Related Articles

• AI Agents
• AI Reply Settings
• Unified Inbox
• Knowledge Base API