AI Assistant

Knowledge Base Training

Feed your FAQs, policies, and product details to the AI via a UTF-8 .txt file (up to 400,000 characters).

For each website, you can save a knowledge base, the raw text the AI uses to answer questions. To add one:

  1. Open the Chatgram Telegram bot (or web admin panel)
  2. Select the website
  3. Go to ⚙️ Settings → 🤖 AI assistant → Knowledge base
  4. Send the content as a single text message or a UTF-8 .txt file

Chatgram saves it and the AI starts using it on new tickets immediately.

The knowledge base is plain text. Specifically:

  • UTF-8 encoded .txt file (or a text message pasted into Telegram)
  • No Markdown formatting required, but Markdown (headings, lists) is fine and helps structure the content
  • No HTML, no rich text formatting, no PDFs, no Word documents

Plain text keeps the format simple, universally readable, and easy to update. If you have content in another format (Google Doc, Notion, Word), export it as plain text before uploading.

Knowledge base size limits:

  • Minimum: 50 characters. Below this, there’s not enough substance for the AI to work with.
  • Maximum: 400,000 characters. Roughly equivalent to a 60-page document.

Most useful knowledge bases sit between 5,000 and 50,000 characters, enough to cover your product’s key features, FAQs, and policies without becoming unwieldy to maintain.

Tip. Start smaller (2,000 to 10,000 characters) and grow the KB as customer questions reveal gaps. A well-organised 5,000-character KB often produces better AI drafts than a rambling 100,000-character one.

Yes. You can update the knowledge base at any time by:

  1. Opening the AI settings for that website
  2. Sending the new version (message or .txt file)
  3. Chatgram replaces the old knowledge base with the new one

The AI uses the new content immediately for future tickets. Existing conversations continue with whichever content was active when they started.

Note. Updates replace, they don’t append. If you want to add content, download / copy the current KB, edit it locally, then upload the combined version.

The AI treats your knowledge base as ground truth about your product and business. When drafting a reply:

  1. It reads the customer’s ticket
  2. Looks up relevant sections of your knowledge base
  3. Composes an answer using those sections plus its language ability
  4. Never invents facts about your product not in the KB

Content that helps the AI most:

  • FAQ pairs: “Question: X? Answer: Y” is the clearest signal
  • Policies: refund windows, cancellation rules, delivery times
  • Product specifics: features, pricing tiers, integrations, limitations
  • Contact info: when to escalate to a human, other support channels

Some rules of thumb that produce good AI drafts:

  • Organise by topic, use clear section headings (## Pricing, ## Refunds, ## Setup) so the AI can navigate
  • Answer common questions explicitly in Q & A pairs rather than expecting the AI to infer
  • State what you don’t do as well as what you do (e.g. “We don’t offer phone support”)
  • Include your tone: if you’re playful vs formal, include a note about voice
  • Keep it up to date: outdated info in the KB will produce outdated AI replies
  • Include edge cases: refund exceptions, plan-specific limits, common misunderstandings
Tip. Once you’ve been using AI for a few weeks, review the AI’s drafts vs your team’s overrides. Whichever topics get overridden most are the ones where your KB needs more detail.

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