Knowledge Base
Your knowledge base is the content library that Jarvis searches when answering questions. Better content means better answers - it is that simple. This page covers how to create, organize, and maintain your knowledge base for the best results.
How Jarvis Uses Your Content
When a visitor asks a question through the chat widget, Jarvis searches your knowledge base for relevant content. It reads the matching sections, understands the context, and writes a natural response based on what it finds.
Jarvis does not make up answers. If the information is not in your knowledge base, Jarvis will say it does not know (or offer to connect the visitor with a human, depending on your agent settings). This means the quality of your answers is directly tied to the quality of your content.
Think of the knowledge base as your best support agent's brain. If a great human agent would need that information to help a customer, it should be in the knowledge base.
Creating Files Manually
To create a new knowledge base file:
Go to Knowledge Base
Navigate to Knowledge Base in the sidebar and open the Files tab.
Create a new file
Click the New File button. Give it a clear, descriptive name like "Return Policy" or "Getting Started Guide."
Write your content
Use the editor to write your article. Use headings, bullet points, and short paragraphs for clarity. Jarvis understands formatting, so well-structured content produces better answers.
Save
Click Save. The content is immediately indexed and available for Jarvis to search.
Organizing with Scopes
Scopes let you organize content by audience:
- General - content available to all visitors through the widget and to your internal team. This is the default scope and where most content belongs.
- Client-specific scopes - content visible only to your internal team when working on issues for specific clients. Useful for internal notes, client-specific procedures, or sensitive information that should not be shared through the widget.
To set a file's scope, select it when creating or editing the file. If you are unsure, use "general" - you can always change it later.
Only files in the general scope are searchable by the widget. If Jarvis cannot find an answer that you know exists in your knowledge base, check that the file is not in a client-specific scope.
File Visibility
Each file has a visibility setting that controls who can access it:
- Public - the widget (Jarvis) can search and reference this file when answering visitor questions
- Internal - only your team members can see this file through the dashboard. The widget cannot access it.
Use internal visibility for content like escalation procedures, internal policies, or reference material that helps your team but should not be quoted to visitors.
Tips for Writing Effective Content
The way you write your knowledge base articles has a direct impact on how well Jarvis answers questions. Here are the patterns that work best:
Use clear headings
Headings help Jarvis find the right section quickly. Instead of one long document, break content into sections with descriptive headings.
Good structure:
# Return Policy
## Who Can Request a Return
## How to Start a Return
## Refund Timeline
## Exceptions
Include common questions as headings
If visitors frequently ask "How long does shipping take?", make that a heading in your content. Jarvis matches questions to headings, so phrasing your headings as questions improves accuracy.
Keep articles focused on one topic
One article about "Returns" is better than one article covering "Returns, Shipping, Billing, and Account Setup." Focused articles produce more precise answers.
Update when processes change
Outdated content leads to wrong answers. When you change a policy, update a product, or modify a process, update the corresponding knowledge base article. Jarvis always uses the latest version.
Write naturally
Write the way you would explain something to a colleague. Jarvis understands natural language well, so formal or jargon-heavy writing does not help. If a visitor asks in plain English, your content should answer in plain English.
You do not need to write content specifically "for AI." Write clearly for humans, and Jarvis will understand it.
Knowledge Base Stats
The Stats tab on the Knowledge Base page shows you an overview of your content:
- Total number of files
- Content organized by scope
- File sizes and last-updated dates
Use this to spot content gaps or files that have not been updated recently.
Importing Content
If you already have documentation, support articles, or reference material in other tools, you do not need to recreate everything from scratch. Smart Import lets you pull content from files, Google Drive, Notion, and email history - and it handles the formatting automatically.
What's Next
If you have existing content to bring in, head to Smart Import to learn about the AI-powered import pipeline. Or, if you want to get Jarvis on your website first and add content as you go, skip ahead to Embed Widget.
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