How to Write Knowledge Your AI Chatbot Can Actually Use
An AI chatbot is only as good as the knowledge you give it. Proxxie is powered by the same AI models behind ChatGPT and Claude, but it answers from your content, not the live website and not general knowledge. When an answer comes out wrong or vague, the fix is almost always a clearer knowledge entry, not a longer set of instructions.
Here's how to write knowledge that retrieves well.
Write it as questions and answers
Write each entry as a question a real visitor would ask, followed by the answer. "Do you take new patients? Yes, we're accepting new patients now." The chatbot matches visitor questions against your content, so content that already looks like a question and answer is the easiest to find.
One topic per source
Short, focused sources retrieve far better than long articles covering many topics. If a page covers prices, opening hours and your refund policy, split it into three.
Cover the questions people actually ask
Include the awkward ones: prices, currency, opening hours, refunds, "do you do X?" If a fact matters, it must be in the knowledge base explicitly. The chatbot only knows what you've given it.
Say what the business doesn't do
If visitors might ask about a service or channel you don't offer, add an entry saying so. Silence gets filled with guesses, and an honest "we don't offer that" is far better than a confident wrong answer.
Prose for tone, lists for steps
Content written as flowing explanation produces conversational answers; numbered lists invite the chatbot to recite them. Keep lists only where a list is genuinely the best answer, like steps to follow.
Then test it
After adding knowledge, ask the chatbot the exact questions your visitors ask in Test Mode, which works before the chatbot is live on your website. If it says it doesn't have information about something that is in your knowledge base, rewrite that entry as a direct question and answer, using the words a visitor would use.
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