# Writing and Structuring Knowledge for Chaty ### Purpose of the Knowledge Base Chaty uses your written knowledge to answer customer questions in real time. The more clearly you write your knowledge, the more natural, accurate, and brand-aligned Chaty’s responses will be. This guide explains how to structure and write your business knowledge so Chaty can respond like a real team member who knows your business inside out. Chaty learns best when knowledge is **well-structured** and **topic-specific**. Each entry should focus on one subject, question, or policy. Avoid long, unfocused pages. #### Example Structure | Section | Description | Example | | --------------------------- | -------------------------------------------------- | ------------------------------------------------------------------------------------------ | | **Title** | Short, clear topic name | “Booking Policy” | | **Purpose** | 1-sentence overview of what this entry covers | “Explains how customers can book and modify reservations.” | | **Key Questions & Answers** | List of specific Q\&A pairs Chaty can use directly | “Q: How do I make a booking? A: You can book online through our website or by calling us.” | | **Details or Notes** | Optional background context or staff-only notes | “For same-day bookings, we require phone confirmation.” | ### 2. Writing Style #### a. Write Like You’re Talking to a Customer Chaty can repeat what you write - so write it conversationally. Avoid corporate jargon or internal shorthand. **Example:** * Bad: “Patrons are encouraged to consult our website for availabilities.” * Good: “You can check our available times on our website.” #### b. Keep It Simple and Complete Every answer should be **short enough to speak naturally** but **complete enough** to stand alone. Remember, the person on the phone can’t see extra text. **Example:** * “Our distillery is open Friday 5–9 PM and Saturday 12–9 PM. You don’t need to book to come for a drink, but we recommend booking for our Gin Making Classes.” #### c. Include What Matters Most Think about what people actually ask your team. Cover: * Location and parking * Menu details * Cancellation or refund policies * Accessibility and group options Some information is already given to Chaty, so you don't need to add it again, this includes: * Pricing & product information - this will come directly from your booking system * Opening hours - this will come directly from your company settings ### 3. Formatting Guidelines * Use **short paragraphs** and **clear headings** (Chaty reads better with well-separated information). * Include **keywords** customers might use when asking questions (“masterclass,” “book,” “pizza,” “live music,” etc.). * Use **plain punctuation and spacing** - avoid emojis, all-caps, or symbols that don’t read aloud well. ### 4. Examples of Well-Written Knowledge #### Example 1: Booking a Gin Class **Title:** Gin Masterclass\ **Answer:**\ Our Gin Masterclasses run every Friday at 6 PM and Saturday at 3 PM. Each class lasts around two hours, and you’ll make and take home your own 500ml bottle of gin. Bookings can be made online or by calling us directly. If you need to change or cancel your booking, please contact us at least 24 hours in advance. #### Example 2: Private Events **Title:** Private Events\ **Answer:**\ We host private events in our distillery space for groups of up to 30 guests. You can book functions that include gin tastings, cocktail classes, or food catering. To enquire, email or call us during business hours. *** ### 5. Tips for Better Knowledge Management * **One Topic = One Entry**\ Don’t combine multiple policies or topics in one note. * **Keep It Current**\ Update regularly - outdated info causes customer frustration. * **Avoid Duplicates**\ If two entries overlap, merge them to avoid confusion. * **Use Natural Phrasing**\ People might ask the same thing in different ways — include variations when needed. * “Do you do functions?” * “Can I hire the distillery for a party?” * “Do you do private events?” ### 6. Advanced Tips (for Power Users) If you manage many locations or services, consider adding: * **Synonyms:** e.g. “gin class,” “gin school,” “make your own gin” * **Conditional Info:**\ “If the booking is for more than 10 people, please contact our team directly.” * Read your conversations regularly and update the knowledgebase with information that was not able to be answered on previous calls. ### Summary The goal is to make Chaty sound like your most helpful team member - knowledgeable, warm, and confident. Write each knowledge article as if you’re personally explaining it to a new customer who’s never interacted with your business before. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.chaty.ai/configuring-your-agent/writing-and-structuring-knowledge-for-chaty.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.