Teach your bot (Agent Knowledge)

Your bot answers only from what you teach it. We call this its knowledge: short texts about your business, pages from your website and products from your online store. If something isn’t in the knowledge, the bot doesn’t know it.

Go to Automation → AI Agents → Agent Knowledge. The page is titled Business info and lists everything you’ve added. Use Search documents to find an entry, and the Channel filter if you have more than one number.

Ways to add knowledge

Way	Good for	Where to find it
Add info	Anything you type: opening hours, prices, delivery, policies, FAQs	The main button on the page
Add via website	One page of your website	More ways to add
Add via sitemap	Many pages of your website at once	More ways to add
Syncing Products	The products in your Shopify or Wix store	Settings → Integrations
Add via workflow	Knowledge that one of your manual workflows adds	More ways to add

Typing it in with Add info gives the most reliable answers, because you decide exactly what the bot reads.

Type it in with Add info

1. Click Add info. The Add Info form opens.
2. Fill in the fields below and click Submit.
3. When you see Created Successfully, the bot can use the entry straight away.

Field	What to enter
Title	A short name for the topic, so you can find it in the list. For example Delivery areas and charges.
Category	Other. See Which category to choose.
Channel	The number the entry belongs to. It’s for sorting only: see The Channel on an entry.
Description	The knowledge itself. This is the text the bot reads, so write it out in full. See Write knowledge the bot can use.
Attachments	Optional. Files or buttons the bot can send with its answer. See Attachments.

Add a page from your website

1. Click More ways to add → Add via website.
2. In Enter Your website url, paste the full address of one page, for example https://www.example.com/delivery.
3. Choose Other as the Category, choose the Channel and click Submit.

Good to know:

• Wabot reads only that one page. It doesn’t follow links to your other pages. Add each page you need, or use a sitemap.
• Reading a page takes a little while. The list reloads once after about 10 seconds. If the page isn’t there yet, refresh the page a minute later.
• If the page still isn’t in the list after a few minutes, Wabot couldn’t read it. Copy its text into Add info instead.
• Adding a page that’s already in your knowledge does nothing.
• Some websites fill in their text with scripts after the page opens, and Wabot may not see that text. If the bot can’t answer a question the page covers, copy the text into Add info.

Add many pages with a sitemap

A sitemap is a file on your website that lists its pages. It’s often at an address like https://www.example.com/sitemap.xml.

1. Click More ways to add → Add via sitemap.
2. In Enter Your sitemap Url, paste the sitemap’s address. Choose Other as the Category, choose the Channel and click Submit.
3. A window titled Sitemap Url lists the pages it found. Tick the pages the bot should learn from, then click OK.

Good to know:

• Pick the pages customers ask about, such as prices, services, delivery, FAQs and contact. Leave out pages such as old offers or blog posts: they can give the bot outdated or unrelated facts.
• The window shows 100 pages at a time. Select all ticks only the pages you can see, so go to the next page of the list to tick more.
• Each page becomes its own entry, and is read the same way as a page added with Add via website.
• Use a sitemap that lists pages. Many websites have a main sitemap that only lists other sitemaps, often called sitemap_index.xml. Open yours in your browser: if it lists other .xml addresses instead of pages, use the one for your pages.
• If Wabot finds no pages in the sitemap, you’ll see Provide a Valid sitemap URL.

Import products from your online store

If you sell through Shopify or Wix, Wabot can copy your products into the knowledge. The bot can then answer questions such as “Do you have this dress in size M?” and show the product.

1. Connect your store under Settings → Integrations. See Shopify or Wix.
2. Open the store’s integration and go to the Automation tab.
3. Choose your account in Select WhatsApp Business Account.
4. On the Syncing Products card, click the sync icon (Click to sync products).
5. Wait a few minutes. If Agent Knowledge is open, it shows Documents indexed when the sync has finished. Then ask about a product in Test bot to check.

A product sync replaces your other knowledge

A product sync clears everything the bot can search, then adds your products. Entries you typed and pages from your website stay in the list, but the bot can’t find them any more. So sync your products before you add your other knowledge. If you need to sync again later, contact support first.

Good to know:

• The bot only offers products that are in stock.
• WooCommerce products can’t be synced this way.
• If you see Add via online store under More ways to add, use Syncing Products instead.

Add via workflow

Add via workflow runs one of your manual workflows once. It only adds knowledge if that workflow is built to do so. Most businesses don’t need it.

1. Click More ways to add → Add via workflow.
2. Under Select a Workflow, pick the workflow. Only manual workflows that are turned on can be picked.
3. Under Automation Settings, choose the number in Select a Setting.
4. Click Trigger. You’ll see Processing, please wait…

Which category to choose

Every entry has a Category: Product or Other. It decides which questions can find the entry:

• When a customer asks about a product, the bot looks only at products synced from your store that are in stock.
• For every other question, such as opening hours, delivery, services, prices or policies, the bot looks only at entries in Other.

So choose Other for everything you add yourself, even a product description or a price list. An entry you add yourself with Product is almost never found.

If you don’t sync products from a store, the bot may not be able to answer the questions it sees as product questions, such as “Do you have gluten-free bread?”. It sends your fallback message instead.

The Channel on an entry

The Channel decides which number’s list an entry appears in, and which entries you see when you pick documents for a bot. It doesn’t keep the entry to that number: every bot in your account can use every entry.

To keep a bot to certain entries, select them in the bot’s Data Configuration. For example, a business with a bakery number and a catering number can select only the bakery entries for the bakery bot, so it doesn’t quote catering prices.

Attachments: files and buttons the bot can send

When you add knowledge with Add info, you can attach things the bot sends with its answer: a photo of a cake, a price list as a PDF, or a button that opens your booking page.

1. In the Add Info form, click Add attachment.
2. Choose the Attachment type and fill in its details (see the table below).
3. Fill in When to send this attachment, for example When the customer asks for the price list or the menu.

Type	What the customer gets
Image	The picture, with the bot’s answer as its caption.
Video or Document	The file, with the bot’s answer as its caption.
Call to action	The answer with a button that opens a link. Fill in the button’s Display text and the URL.
Quick reply	The answer with up to 3 buttons (Button 1, Button 2…). When the customer taps one, the bot gets the button’s text as their message.
Carousel	One of your carousel templates. Choose the Template, then edit every card in Configure carousel cards.

For images, videos and documents, click Upload to pick the file from your Media Library.

Good to know:

• Fill in When to send this attachment every time. Without it, the bot never sends the attachment.
• The bot only sends an attachment that belongs to an entry it used for the answer.
• The bot doesn’t read attachments. A PDF price list is sent to the customer, but the bot can’t answer from it. Type the facts into the Description too.
• Give each attachment a clear and different When to send this attachment, so the right one goes out. When several attachments fit, the bot may send only one of them.
• The list also shows Form and Catalogue. The bot doesn’t send those: the customer gets only the text answer.

Write knowledge the bot can use

When a customer asks something, the bot looks for the entries whose meaning is closest to the question and answers from them. Clear, specific entries get found and give good answers. Vague ones don’t.

• One topic per entry. Make separate entries for delivery, returns and opening hours. A long entry about everything is harder to match.
• Write it like an FAQ. Start with the question customers ask, then answer it.
• Spell out the details. Prices with the currency, days and times, areas, conditions and exceptions. The bot won’t fill in the gaps for you.
• Use your customers’ words. If they say “home delivery” and “shipping”, use both.
• Make each entry stand on its own. Avoid “see above” or “as mentioned”: the bot may read one entry without the others.
• Keep one version of each fact. When a price changes, change the entry. Two entries with different prices confuse the bot.
• Add your contact details (phone, email, address and opening hours) in one entry, so the bot can tell customers how to reach you.

Examples:

Weak entry	Better entry
Delivery available. Charges apply.	Do you deliver? Yes. We deliver cakes and bread within 8 km of our shop, Tuesday to Sunday, 10am to 7pm. Delivery costs ₹60, and it’s free on orders over ₹1,000. Order by 6pm the day before.
We make all kinds of cakes.	What cakes can you make? Birthday, wedding and photo cakes, in chocolate, vanilla, red velvet and butterscotch. All our cakes are eggless. Custom cakes need 2 days’ notice and start at ₹900 per kg.
Clinic timings as per schedule.	When is the clinic open? Monday to Friday 9am to 7pm, and Saturday 9am to 1pm. We’re closed on Sundays and public holidays. For a dental emergency outside these hours, call our emergency line on 020 7946 0000.
Returns: see our policy page.	Can I return or exchange an item? Yes, within 30 days of delivery, if it’s unworn and still has its tags. Size exchanges are free. Refunds go back to your original payment method within 7 working days. Sale items can be exchanged but not refunded.

Set the agent identity

Each number has an agent identity: who the bot is and which business it speaks for. It’s shown at the top of Agent Knowledge, with an Edit identity and a Clear identity button. If you have more than one number, choose the number in the Channel filter first. If you don’t see the identity, ask your account admin for permission.

Click Edit identity. The Agent knowledge settings form opens.

Field	What it changes	Example
Channel	The number this identity belongs to.	Your shop’s WhatsApp number
Company name	The business the bot speaks for. Used on this number, also when an AI bot answers.	Sweet Crumb Bakery
Behaviour	The tone, when no AI bot is set up for the number. Choose Friendly, Professional, Casual, Formal, Empathetic, Assertive, Informative, Neutral, Problem-solver or Cheerful.	Friendly
Role	The job the bot does, when no AI bot is set up.	Customer support for cake orders
AI agent name	The name the bot goes by, when no AI bot is set up.	Maya
Other details	Short background about your business. Used on this number, also when an AI bot answers.	Family bakery in Pune since 2009. All our cakes are eggless.

Click Save settings. You’ll see Agent identity updated.

How the identity is used:

• Company name and Other details are used on this number even when an AI bot answers. Fill them in even if you use AI bots.
• AI agent name, Role and Behaviour are used only when no AI bot answers: when the number has no default AI bot, or when a workflow hands the chat to the option that ends in (Default). When an AI bot answers, it uses its own name, Department and Behaviour instead.
• The identity has no instructions, no fallback message and no choice of documents. For those, create an AI bot.
• Keep the facts customers ask about (prices, hours, policies) in knowledge entries, not in Other details. The entries are where the bot looks for answers.

Clear identity empties the name, company, role, behaviour and other details for that number.

Status, changes and removal

Every entry in the list is marked Indexed. Indexing means Wabot has prepared the text so the bot can search it. Entries that are still being read, or that couldn’t be read, aren’t in the list at all. Typed entries are ready straight away; website and sitemap pages can take a minute or two.

Each entry also shows where it came from: Website, Sitemap, or User Input for entries typed with Add info.

On an entry:

• Edit (typed entries) opens the form again, so you can change the text.
• Sync (website and sitemap pages) reads the page again.
• Delete removes the entry.

If the bot still uses the old text after you edit or sync an entry, or an entry is still in the list after you delete it and refresh the page, contact support.

If a bot uses only selected documents, select the entry again in the bot’s Data Configuration after you edit or sync it.

More ways to add → Reset information removes every entry in your account, for all your numbers. It can’t be undone. If the bot still uses old answers afterwards, contact support.

What indexing costs

Indexing your knowledge uses AI, and so does searching it each time the bot answers. Unless you use your own OpenAI key, these charges can be taken from your wallet. They’re listed with your other AI charges on the Wallet page (Settings → Pricing → Wallet), under Wallet history → Usage.

With your own OpenAI key on AI providers, indexing and searching run on your key. An Anthropic Claude or Azure OpenAI key doesn’t cover indexing, so those charges still come from your wallet.