How to write good knowledge base content
The quality of Bob's answers depends entirely on the quality of what you put in. Here is exactly what works, and what does not.
The rule that governs everything below — Bob can only tell customers what you have told Bob. Vague input produces vague answers. Specific input produces specific, useful ones.
Before and after
Product info
| ❌ Too vague | We sell skincare products at various price points. |
| ✅ Specific and useful | Rose Water Toner (250ml) — RM29.90. Hydrating Face Serum (30ml) — RM59.90. Available in-store and via our website. Free delivery above RM80. |
Return policy
| ❌ Too vague | Returns are handled case by case. |
| ✅ Specific and useful | Returns accepted within 14 days of purchase with original receipt. Item must be unused and in original packaging. Refund processed within 3–5 working days. |
Operating hours
| ❌ Too vague | We open on weekdays. |
| ✅ Specific and useful | Opening hours: Monday–Friday 9am–6pm, Saturday 10am–4pm. Closed Sundays and public holidays. |
What to do
Be specific about products. Full product names, variants, sizes, colours, SKUs. "RM29.90 for the 250ml Rose Water Toner" beats "our toner is affordable".
Include real prices. If it is on your website, put it in the knowledge base. Bob cannot guess prices — if it does not know, it says so, and that frustrates customers.
Write the way customers ask. Structure information as questions and answers where you can. "Can I return a product?" → "Yes, returns are accepted within 14 days with receipt." Bob learns the pattern.
Cover your policies in full. Delivery time, returns, warranty, payment methods, operating hours. These are the most common questions customers ask — cover them completely, not partially.
Use plain language. Write how your customers speak. If your market speaks Manglish, write Manglish. Bob matches the tone you set.
Break long content into chunks. Separate documents for separate topics — one for products, one for policies, one for FAQs. It extracts far more cleanly.
What not to do
Do not upload image-only PDFs. Scanned brochures with no text layer produce zero usable content. Export a text PDF, or retype the key information.
Do not be vague about pricing. "Contact us for pricing" is useless in a knowledge base — Bob will repeat it to every customer who asks. Either include the price or leave the field out entirely.
Do not paste walls of text. Unformatted blobs confuse the extractor. Use clear headings, short paragraphs and bullets.
Do not include internal-only information. Staff notes, supplier contacts, margins, passwords — keep them out. The knowledge base is what Bob tells customers.
Do not forget to regenerate. The knowledge base does not update itself. Every time you change prices, add products or revise a policy, regenerate.
Need a starting point? The Knowledge Base Template is pre-structured and ready to fill in.
Frequently Asked Questions
How much content is enough?
Enough to answer the twenty questions your customers actually ask most often. That is a better target than a page count — a complete price list, policies and hours will outperform fifty crawled blog posts.
Should I write in English if my customers message in Malay?
Write in whichever language your answers are most precise in. Bob replies in the customer's language regardless, and precise English source content produces better Malay answers than vague Malay source content.
Does verifying a Q&A pair change how Bob answers?
Yes. Verified pairs are prioritised over unverified extractions when Bob decides what to say, so verifying your prices and policies is the fastest way to raise accuracy.
Still need help?
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