Your own knowledge base · Panelbot Docs

Panelbot knows hosting. It does not know that you charge for a second dedicated IP, that your refund window is fourteen days, or that you do not allow mail sending on the starter plan. Your knowledge base is where you tell it.

What to put in it

Start with the questions your team answers by copy and paste. Those are the ones worth writing down first, because they are already costing you time and they always have an exact answer.

Typical content: refund and cancellation policy, what each of your plans includes, your backup schedule and retention, which addons cost extra, migration process and timelines, acceptable use rules, and any answer where being wrong would cost you money.

Writing an article

Write it the way you would answer a customer, in plain sentences, and be specific. “Backups run nightly and we keep 14 days” is useful. “We take backups regularly” will produce an assistant answer as vague as the source.

Keep one topic per article. Retrieval works better on a short article that answers one question than on a long page covering nine.

Drafts and publishing

Articles have a draft state and a published state. The assistant only ever uses published content, so you can write and revise without anything reaching a customer mid-edit. When you publish, it takes effect on new conversations right away.

That split is also how you review. Draft, read it back as if you were the customer, then publish.

Internal-only content

Some of what your team needs to know is not for customers: your escalation thresholds, what to do before issuing a credit, which accounts need care. Content marked internal informs how the assistant handles a case without being quoted back to a customer.

Use it for judgment rather than secrets. A good rule: if it appearing verbatim in a chat would be embarrassing rather than damaging, internal is the right place. If it would be damaging, it does not belong in the assistant at all.

How it combines with live checks

Your knowledge base tells the assistant your policy. The server tells it the facts. A customer asking why their site is slow gets a real diagnosis from the server plus your upgrade policy from your knowledge base, in one answer.

That combination is the point. Neither half alone is worth much: the policy without the diagnosis is a brochure, and the diagnosis without the policy ends with “contact support”.

Keeping it honest

Review it when your policies change, especially prices and anything with a number in it. An assistant repeating last year’s refund window with total confidence is worse than one that says it does not know, and your knowledge base is the only place that can go stale in a way the assistant cannot detect.