When new users set up their first Tuqlas chatbot, the most common question they ask is some version of: "what should I actually put in here?"
The answer is simpler than people expect. Here's the practical playbook — what to include, what to skip, and the order that works best.
Start with the questions you already answer
The single highest-leverage thing to upload is a written list of the questions you answer over and over.
Think about the last week. The DMs, emails, contact-form submissions, in-person walk-ins. What did people actually ask? Write down the question and a short, clear answer. That's your starting knowledge base.
It doesn't have to be polished. It just has to be true.
Add your policies in plain language
Next layer: the things you have policies about — shipping, returns, refunds, scheduling, cancellation, payment, warranty, anything where there's a defined answer.
Write these like you'd explain them to a customer in conversation. Not legalese. Not corporate. The way you'd actually say it.
A line like "Free shipping nationwide for orders over ₱2,000, otherwise it's ₱120 metro Manila and ₱180 outside" beats a three-paragraph policy page every time.
Include examples, not just rules
When something has nuance, an example is worth more than a rule. "Custom orders take 2–3 weeks, but rush is sometimes possible — message us with the date you need it" is more useful to the bot than just "custom orders take 2-3 weeks."
Where your business has judgment, write down a few representative cases. The bot learns the pattern, not just the line.
What NOT to put in
A few things make your bot worse, not better:
- Old or outdated info. If you've changed pricing, services, or hours, update the knowledge first. The bot will repeat what's in there.
- Internal-only documents. Process notes, vendor pricing, anything you wouldn't say out loud to a customer. Leave them out.
- Marketing copy with no substance. "We deliver exceptional results" doesn't help anyone. Cut the fluff and keep what's specific.
- Long PDFs you haven't actually read. If it's not useful as a customer reference, it won't be useful as a bot reference either.
Iterate based on what visitors actually ask
Once the bot is live, you'll see real conversations. Some questions will surprise you — things you never thought to add. Add them. Some answers will land flat. Tighten them.
The knowledge base isn't a one-time setup. It's a living document. The bot gets sharper with every iteration.
You probably already have 80% of it
Most businesses sit on a goldmine of writing — old emails to customers, FAQ pages, internal cheat sheets the team passes around. The work isn't writing new content. It's collecting what's already there and putting it somewhere the bot can read.
Get your chatbot live in a few minutes — start free. The setup walks you through it.