# How to Build Your AI Assistant’s Knowledge Base

Source: https://insertchat.com/blog/prepare-your-assistants-knowledge

> Prepare website pages, documents, FAQs, and product details for your InsertChat AI knowledge base. Check source status, test answers, and keep content current.

Author: InsertChat Team

Published: 2026-09-14

Updated: 2026-09-22

Your AI assistant answers from the business information you give it. Prepare clear sources, check that processing succeeds, and test real customer questions before connecting a channel.

## Start with the questions customers ask

List the questions your team answers most often: opening hours, location, service area, services offered, appointment preparation, cancellation rules, and how to reach a person.

For each question, record the answer and the source your team uses to confirm it. If the answer depends on a person’s judgment, describe what details the assistant should collect and when it should [hand the conversation to your team](https://insertchat.com/blog/set-up-human-handoff).

## Choose a source format

The [InsertChat knowledge base](https://insertchat.com/product/knowledge) supports website pages, documents, FAQs, YouTube content, and product information. Match the source to the job:

- **Website pages:** service descriptions, opening hours, and published policies.
- **Documents:** longer instructions, preparation guides, and reference material.
- **Questions and answers:** specific questions that your website does not answer clearly.
- **Product information:** dimensions, materials, compatibility, and other details shoppers need.
- **YouTube content:** information from supported video sources that is relevant to customer questions.

Check the processing or training status after adding a source. Wait for successful completion before testing answers that depend on it. Correct failed sources before relying on them.

## Replace vague statements with useful details

“Contact us for service availability” gives the assistant little information. A useful source might list the areas you cover, the services available there, and what a customer should provide to request a visit.

For a store, include the product’s dimensions and your return conditions. For appointments, explain the usual duration and the details needed to book. These examples describe how to organize your own information; they are not policies to copy into your business.

Remove passwords, private account credentials, and information customers should not receive. Resolve contradictory or outdated answers across sources.

## Test like a customer

Use the app’s test conversation and check these cases:

1. A common question with a clear answer in your sources.
2. A question phrased differently from the source text.
3. A service or product your business does not offer.
4. A request whose answer is missing or uncertain.
5. A question that should reach a person.

Compare each response with the source. Fill information gaps or adjust the response configuration, then repeat the affected test.

## Keep answers current

When services, opening hours, products, or policies change, update the source and refresh it in InsertChat. Confirm that processing finishes and test the changed answer again.

Once the knowledge is ready, [connect your first customer channel](https://insertchat.com/blog/connect-your-first-channel). Recheck the same questions through that channel before going live.