Overview
Overview
Knowledge Interview (Guided Bot Training) lets you train your bot through a natural, back-and-forth conversation instead of uploading files or writing long documents. The feature asks you targeted questions about your business, then automatically converts your answers into structured, searchable knowledge your bot can use immediately.
This is especially useful when you do not have existing documentation, or when important details live in the heads of founders, support agents, or subject-matter experts. By guiding you through an interview-style flow, the system helps you capture that "tribal knowledge" and turn it into a reliable knowledge base for your bot.
Knowledge Interview works automatically across all plans (Starter, Growth, Professional). Once you access it from the Knowledge Interview area under bot knowledge settings, the AI handles the questioning, extraction, and knowledge creation for you. Your main responsibility is to answer thoroughly and thoughtfully so the bot can learn as much as possible about your products, services, and policies.
Because this feature is designed to be deep and thorough, the interview is not meant to be a quick, five‑minute setup. The AI is intentionally prompted to ask for rich detail so your bot can perform well even when you do not have files to upload. Giving the interview enough time and attention will significantly improve the quality and reliability of your bot’s responses.
> Tip: Treat the Knowledge Interview like an onboarding session with a new team member. The more context and nuance you share, the better your bot will understand your business.
Knowledge Interview (Guided Bot Training) lets you train your bot through a natural, back-and-forth conversation instead of uploading files or writing long documents. The feature asks you targeted questions about your business, then automatically converts your answers into structured, searchable knowledge your bot can use immediately.
This is especially useful when you do not have existing documentation, or when important details live in the heads of founders, support agents, or subject-matter experts. By guiding you through an interview-style flow, the system helps you capture that "tribal knowledge" and turn it into a reliable knowledge base for your bot.
Knowledge Interview works automatically across all plans (Starter, Growth, Professional). Once you access it from the Knowledge Interview area under bot knowledge settings, the AI handles the questioning, extraction, and knowledge creation for you. Your main responsibility is to answer thoroughly and thoughtfully so the bot can learn as much as possible about your products, services, and policies.
Because this feature is designed to be deep and thorough, the interview is not meant to be a quick, five‑minute setup. The AI is intentionally prompted to ask for rich detail so your bot can perform well even when you do not have files to upload. Giving the interview enough time and attention will significantly improve the quality and reliability of your bot’s responses.
> Tip: Treat the Knowledge Interview like an onboarding session with a new team member. The more context and nuance you share, the better your bot will understand your business.
How It Works
How It Works
Where Knowledge Interview Lives
Knowledge Interview is part of each bot’s knowledge configuration. You can access it from the Bots area of your account, inside the knowledge section under Knowledge Interview. From there, the interview flow works automatically.
Once you open Knowledge Interview, the system initiates a guided conversation with you. Instead of asking you to prepare documents or structured FAQs in advance, it leads you through a series of questions that are optimized to teach the bot about your business.
Guided Questions About Your Business
During the interview, the AI asks questions about your:
The questions are designed to surface the kinds of details customers ask about in real conversations. You simply respond in your own words, as if you were explaining your business to a new hire.
Because this is a feature-rich training flow, the AI does not stop after just a few basic questions. It is intentionally configured to:
This depth is what makes the interview powerful, but it also means you should expect to spend real time in the process. Rushing through answers or providing one-word responses will limit how much your bot can learn.
> Tip: Answer in complete sentences and include examples where relevant. The AI can extract multiple pieces of knowledge from a single detailed answer.
Automatic Extraction of Key Information
As you answer, the AI automatically analyzes your responses and extracts key information. Behind the scenes, it:
You do not need to manually tag or categorize your answers. The system converts your natural language responses into structured knowledge entries for your bot.
This automatic extraction is continuous throughout the interview. Each time you provide an answer, the AI updates its understanding and refines the knowledge base it is building for that bot.
Creation of Searchable Knowledge Entries
Once the AI has extracted information from your answers, it automatically creates knowledge entries that your bot can search and use when responding to visitors.
These entries are designed to work with the platform’s semantic knowledge search, so the bot can:
You do not need to manually publish or activate these entries. The system handles that for you as part of the interview process.
Immediate Use in Conversations
As soon as the AI has created knowledge entries from your interview responses, your bot can start using them in real conversations. There is no separate approval or syncing step required.
This means that even during an ongoing interview, the bot can begin to:
Over time, as you complete more of the interview and provide deeper answers, the bot’s knowledge will become richer and more reliable.
> Tip: You can run Knowledge Interview early in your bot setup to get a usable baseline, then revisit it later to expand or refine your bot’s understanding.
Designed for Businesses Without Documentation
Knowledge Interview is particularly valuable when you:
Instead of pausing to create documents just for training, you can let the AI interview you and your team. This converts informal, spoken knowledge into a structured knowledge base for your bot.
Because the interview is conversational, it also helps you discover gaps in your own documentation plans. When the AI asks about a policy you have not fully defined, that can signal an area where you may want to standardize your internal processes.
Where Knowledge Interview Lives
Knowledge Interview is part of each bot’s knowledge configuration. You can access it from the Bots area of your account, inside the knowledge section under Knowledge Interview. From there, the interview flow works automatically.
Once you open Knowledge Interview, the system initiates a guided conversation with you. Instead of asking you to prepare documents or structured FAQs in advance, it leads you through a series of questions that are optimized to teach the bot about your business.
Guided Questions About Your Business
During the interview, the AI asks questions about your:
- Products and services
- Pricing, policies, and guarantees
- Support processes and common issues
- Target customers and use cases
The questions are designed to surface the kinds of details customers ask about in real conversations. You simply respond in your own words, as if you were explaining your business to a new hire.
Because this is a feature-rich training flow, the AI does not stop after just a few basic questions. It is intentionally configured to:
- Ask follow-up questions when your answers are brief or high-level
- Explore different areas of your business (sales, support, onboarding, policies)
- Clarify ambiguous or conflicting information
This depth is what makes the interview powerful, but it also means you should expect to spend real time in the process. Rushing through answers or providing one-word responses will limit how much your bot can learn.
> Tip: Answer in complete sentences and include examples where relevant. The AI can extract multiple pieces of knowledge from a single detailed answer.
Automatic Extraction of Key Information
As you answer, the AI automatically analyzes your responses and extracts key information. Behind the scenes, it:
- Identifies important facts about your products, services, and policies
- Distinguishes between general descriptions and concrete rules or guarantees
- Organizes information so it can be searched and referenced later
You do not need to manually tag or categorize your answers. The system converts your natural language responses into structured knowledge entries for your bot.
This automatic extraction is continuous throughout the interview. Each time you provide an answer, the AI updates its understanding and refines the knowledge base it is building for that bot.
Creation of Searchable Knowledge Entries
Once the AI has extracted information from your answers, it automatically creates knowledge entries that your bot can search and use when responding to visitors.
These entries are designed to work with the platform’s semantic knowledge search, so the bot can:
- Find relevant information even when customers phrase questions differently
- Combine multiple pieces of knowledge to answer complex queries
- Stay consistent with the policies and details you described during the interview
You do not need to manually publish or activate these entries. The system handles that for you as part of the interview process.
Immediate Use in Conversations
As soon as the AI has created knowledge entries from your interview responses, your bot can start using them in real conversations. There is no separate approval or syncing step required.
This means that even during an ongoing interview, the bot can begin to:
- Answer basic questions about your products and services
- Reference policies you have already described
- Provide more accurate, business-specific responses than a generic AI
Over time, as you complete more of the interview and provide deeper answers, the bot’s knowledge will become richer and more reliable.
> Tip: You can run Knowledge Interview early in your bot setup to get a usable baseline, then revisit it later to expand or refine your bot’s understanding.
Designed for Businesses Without Documentation
Knowledge Interview is particularly valuable when you:
- Have not yet written formal help docs or FAQs
- Run a newer business that is still evolving
- Rely on team knowledge rather than centralized documentation
Instead of pausing to create documents just for training, you can let the AI interview you and your team. This converts informal, spoken knowledge into a structured knowledge base for your bot.
Because the interview is conversational, it also helps you discover gaps in your own documentation plans. When the AI asks about a policy you have not fully defined, that can signal an area where you may want to standardize your internal processes.
Best Practices
Best Practices
Plan Dedicated Time for the Interview
Knowledge Interview is intentionally thorough. It is not designed to be completed in a few minutes. To get the most value:
The more complete your answers, the fewer gaps your bot will have when handling real customer conversations.
Answer with Depth and Specificity
When responding to interview questions, aim to:
For example, instead of saying:
> "We ship internationally."
You might say:
> "We ship to the US, Canada, UK, and EU. Orders usually arrive within 5–7 business days. We do not currently ship to Australia or New Zealand."
This gives the AI multiple precise facts it can turn into knowledge entries.
Use the Interview for Tribal Knowledge
If your business relies heavily on what long-time team members know, Knowledge Interview is an ideal way to capture that information. Consider:
This not only trains your bot but also helps preserve institutional knowledge as your team grows.
Revisit as Your Business Evolves
Your products, pricing, and policies may change over time. Because Knowledge Interview is a guided conversation, you can return to it whenever you need to update what your bot knows.
Use it when you:
Refreshing the interview ensures your bot’s answers stay aligned with your current business reality.
Plan Dedicated Time for the Interview
Knowledge Interview is intentionally thorough. It is not designed to be completed in a few minutes. To get the most value:
- Block focused time to go through the questions without rushing
- Involve a knowledgeable team member if you are not the subject-matter expert
- Treat it like a structured onboarding session for your bot
The more complete your answers, the fewer gaps your bot will have when handling real customer conversations.
Answer with Depth and Specificity
When responding to interview questions, aim to:
- Provide concrete details instead of vague descriptions
- Include typical customer questions and your usual answers
- Spell out edge cases and exceptions to your policies
For example, instead of saying:
> "We ship internationally."
You might say:
> "We ship to the US, Canada, UK, and EU. Orders usually arrive within 5–7 business days. We do not currently ship to Australia or New Zealand."
This gives the AI multiple precise facts it can turn into knowledge entries.
Use the Interview for Tribal Knowledge
If your business relies heavily on what long-time team members know, Knowledge Interview is an ideal way to capture that information. Consider:
- Having senior support agents go through the interview
- Asking founders or product leads to answer detailed questions
- Using the interview to document unwritten rules and best practices
This not only trains your bot but also helps preserve institutional knowledge as your team grows.
Revisit as Your Business Evolves
Your products, pricing, and policies may change over time. Because Knowledge Interview is a guided conversation, you can return to it whenever you need to update what your bot knows.
Use it when you:
- Launch new products or services
- Change shipping, refund, or support policies
- Expand to new markets or customer segments
Refreshing the interview ensures your bot’s answers stay aligned with your current business reality.