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Knowledge Editor

Matt Maliszewski avatar
Written by Matt Maliszewski
Updated this week

The Knowledge Editor makes it simple to manage the knowledge your PerfectBot uses to provide answers to your customers. Here’s what you can do:

  • View your bot’s current knowledge

  • Add new information

  • Edit or update answers

  • Delete outdated content

Let’s walk through the main features and how to use them!

Where does PerfectBot’s knowledge come from?

When you start with PerfectBot, we build its knowledge base using information from your existing sources, such as:

  • Your Help Center

  • FAQs

  • Gorgias Macros & Rules

  • Company Policies

  • Your Shopify store’s product pages

We organize this information into easy-to-manage Questions & Answers sections.

🔍 Using the Knowledge Search Engine

The Knowledge Editor has a powerful search engine to help you quickly find what your bot "knows."

  • Type a keyword, phrase, question, or even paste a full customer query into the search bar.

  • The engine searches for related content and lists all matching questions and answers.

  • This helps you check or review the knowledge your bot provides to customers.

💡 Tip: Try searching before you add anything new — your answer might already be in the bot!

➕ Adding New Knowledge

  1. Click Add New Knowledge button.

  2. In the Typical user question field, enter an example question a customer might ask.

  3. In the Comprehensive answer field, provide a clear, complete answer to the question.

💡 Tip: Be thorough! Try to ensure that your answer not only answers the customer's question, but also leads them to solve the problem or meet the need they came with.

👉 Before adding: Use the search to ensure the information isn’t already covered.

📝 Updating or Editing Answers

  1. Use the search box to find the knowledge you want to update.

  2. Click on the snippet you want to change.

  3. Edit the content as needed.

  4. Click SAVE (the green button appears when you make a change).

    👉 Note: Changes are live immediately and cannot be undone (you need to edit the knowledge again). There is currently no version history, so please be careful when making any changes.

❌ Deleting Old or Incorrect Knowledge

  1. Use the search box to find the snippet you want to delete.

  2. Click the snippet. A trash can icon will appear in the top right.

  3. Click the trash icon and confirm deletion.

👉 Important: Deleted knowledge cannot be recovered or restored. Please double-check before deleting.

🙋‍♀️ Human Handover Settings

PerfectBot can be set up to hand off conversations to a human agent based on the topic or situation.

For each Q&A snippet, you can choose what happens:

  • No handover (default): PerfectBot answers on its own, with no suggestion to contact a human.

  • Suggest handover: PerfectBot answers and suggests the customer can connect to a human (the customer chooses).

  • Reply & Hand over: PerfectBot answers and immediately transfers the chat to a human agent.

  • Do not reply & Hand over: PerfectBot skips responding and quietly transfers the customer to a human agent.

Simply adjust the setting using a drop-down menu on the relevant snippet within the editor.

Need Help?

If you need assistance using the Knowledge Editor or have questions about a specific feature, feel free to contact our support team. We're here to help you get the most out of PerfectBot!

💖 Happy editing! Managing your bot’s knowledge helps provide quicker, more accurate answers to your customers whenever they need them.

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