Markdown .md — recommended default. Use for FAQ, pricing, policies, onboarding, services, and product explanations.

CSV .csv — use only when the information is naturally tabular.

Free plan — supports 1 knowledge base file. Put your essential customer-facing information into one strong Markdown file, usually faq.md or website-guide.md.

Pro plan — unlimited files. Split content by topic. Keep each file focused and easy to maintain. Good structure: faq.md, pricing.md, policies.md, services.md, and optional CSV for structured data.

• Product or service overview
• Pricing and plans
• Features
• Onboarding or setup
• Delivery, shipping, or timing
• Policies
• Contact and support
• Locations, availability, or catalog

• Internal notes
• Team discussions
• Slack exports
• Hidden prompts
• API docs for private systems
• Internal process docs
• Unapproved drafts
• Operational comments

Step 1. List real visitor questions. Write down 10–20 questions a real visitor might ask on your site. Examples: "What do you do?", "How much does it cost?", "Do you offer refunds?", "Which cities do you cover?". This list tells you what your knowledge base needs to answer.

Step 2. Gather approved public information. Collect only customer-safe material: public website pages, existing FAQ, pricing page, policy pages, onboarding instructions, service descriptions, product details. Avoid rough internal notes, contradictory drafts, and documents that mix public and private information.

Step 3. Decide your file structure. Start small. For most sites, 3–10 clean files is better than dumping dozens at once. Use one file per topic: FAQ, pricing, policies, services, and an optional CSV for locations or inventory.

Step 4. Write strong Markdown files. Each file should have a clear title, use headings, answer one topic area cleanly, use short paragraphs, include exact facts, full public URLs, and full email addresses. Avoid vague marketing copy, long mixed-topic paragraphs, and half-written notes.

Step 5. Use CSV for structured data. CSV works best when each row is one entity. Rules: one row = one thing, one column = one field, use clear column names (name, category, price, url, summary), keep values clean and consistent.

Step 6. Add bot instructions. Use the Bot instructions field for behavior — tone, boundaries, how the bot should handle missing info. Use the knowledge base for facts. Do not store pricing or policy details inside bot instructions.

Step 7. Upload files in the dashboard. Upload your .md and .csv files, save your Bot instructions, then open the test chat and ask real visitor questions.

Step 8. Test before you go live. Test at least 10–20 realistic questions covering: what the business does, pricing, policies, setup or onboarding, support, structured lookups. Verify the bot answers in the right tone, finds the facts, gives correct links and emails, and does not guess when the answer is missing.

Step 9. Keep the knowledge base updated. Update your files when pricing, policies, products, services, locations, or support contacts change. Best habit: keep source files in one place, update the source first, re-upload, then run your test questions again.

1. Start with the highest-value information. Upload the files that answer the most common buyer questions first — FAQ, pricing, policies, product overview, support/contact.

2. Keep one canonical version of each fact. If pricing appears in three different files with three different phrasings, quality drops. Pick one approved source of truth for each important fact.

3. Use exact names. Use the names visitors actually see on the site — exact plan names, service names, city names, product names. Avoid nicknames, shorthand, or internal labels.

4. Write for retrieval, not for internal storage. The bot works better when documents have clear headings, concrete wording, direct answers, and one topic per section.

5. Include the final public link. If you want the bot to send visitors somewhere, include the real public URL in the file. Write https://example.com/pricing, not "see our pricing page".

6. Include full contact details. Write support@example.com and https://example.com/contact, not "message us" or "email support".

7. Prefer several clean files over one huge messy file. Smaller focused files are easier to maintain and usually easier to test. The only exception is the Free plan, where one combined file is often the right move.

# Website FAQ

## What does this business do?
We help customers compare and book private airport transfers in major European cities.

## Who is this for?
This service is for travelers, families, and business customers who want pre-booked transport.

## How much does it cost?
Prices depend on the route, vehicle type, and pickup time. For current pricing, visit:
https://example.com/pricing

## Which cities do you cover?
We currently cover London, Paris, Rome, Madrid, and Lisbon.

## How do I book?
You can book here:
https://example.com/book

## Can I contact support?
Yes. Email support@example.com or use:
https://example.com/contact

## What should customers know before booking?
Customers should review our cancellation policy and service terms before booking:
https://example.com/policies

# Pricing

## Plans

### Starter
$29/month
Includes up to 2 active projects and email support.

### Growth
$79/month
Includes up to 10 active projects, team access, and priority support.

## Billing
All pricing details are available at:
https://example.com/pricing

## Refund policy
Our refund policy is explained here:
https://example.com/refunds

name,city,country,url,summary
Central London,London,United Kingdom,https://example.com/london,Private transfer coverage in Central London
Charles de Gaulle Airport,Paris,France,https://example.com/paris-cdg,Airport pickup and drop-off service
Fiumicino Airport,Rome,Italy,https://example.com/rome-fco,Airport transfer booking for Rome arrivals

Help visitors with public questions about the product, pricing, onboarding, policies, and support. Speak in a neutral, concise, helpful tone and use plain customer language. If the answer is not clear from the available public information, do not guess; say so briefly and suggest the most relevant next step.