Knowledge Base

Knowledge Base

Your bot’s knowledge base determines the quality of its responses.

Adding Knowledge

Upload Documents

Upload files in the dashboard:

• Supported formats: PDF, DOCX, TXT, MD, CSV
• Max file size: 10MB per file
• Go to Project > Knowledge Base > Upload

Manual Entry

Add FAQ entries directly:

1. Go to Knowledge Base > Add Entry
2. Enter the question and answer
3. Add tags for categorization

Website Crawling

Let Plugy automatically learn from your website:

1. Go to Knowledge Base > Web Crawl
2. Enter your website URLs
3. Set crawl frequency (daily, weekly)
4. Plugy extracts and indexes content automatically

Best Practices

1. Be specific — detailed answers produce better bot responses
2. Use real customer questions — import from your ticket system
3. Update regularly — stale knowledge leads to stale answers
4. Review bot responses — flag incorrect answers for improvement
5. Organize with tags — categorize entries by topic for better retrieval

How RAG Works

Plugy uses Retrieval-Augmented Generation (RAG) to find relevant knowledge for each customer question:

1. Customer sends a message
2. Plugy converts the message into a semantic vector
3. The vector is compared against your knowledge base entries
4. The most relevant entries are included in the AI prompt
5. The AI generates a response grounded in your actual knowledge

This ensures your bot gives accurate, knowledge-based answers rather than generic AI responses.

Knowledge Base via API

You can also manage your knowledge base programmatically. See the Knowledge Base API for details.