Teaching BLE AI
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BLE AI only provides answers based on resources in the Knowledge Base; it does not make assumptions about topics not found there and will forward the conversation to your team. This article explains how to add a website, help center article, document, or information note, and how the AI uses this information.
- Knowledge BaseOpen the BLE AI section, then navigate to the "Information and Behavior" folder
- Help Center articlesWrite articles that BLE AI can use
- Guide to Writing ArticlesTips for Writing a Good Help Article
Four types of sources
BLE AI › Information and Behavior › The Knowledge Base screen consists of four cards. The top card, "Summary," displays the total number of sources feeding the agent.
| Source | Where does it come from? | What it’s suitable for |
|---|---|---|
| Websites | Your public pages | FAQ, Shipping, and Returns pages |
| Articles | Articles in your Help Center | Existing support content |
| Documents | Files you have uploaded | Guide, price list, policy |
| Information Notes | Short answers you’ve written yourself | A single piece of information not mentioned in your content |
To add a source, your role must have the "Manage BLE AI and information sources" permission. While new content is being processed, a "Your content is currently being processed" notification appears at the top of the screen; during this time, the agent may not have the most up-to-date content.
1. Adding a Website
- Add a site — On the Websites card, click "Add Website," enter your site's address, and click "Sync." Only publicly accessible addresses are supported.
- Find Pages — Click the "Card" tab to open the list of websites, then click the "Find Pages" button on the site's row. BLE AI reads your site's sitemap and adds the pages.
- Check — Clicking on the site’s row opens a list of scanned pages; each page’s status appears as “Scanned” or “Pending Scan.” You can delete any pages you don’t want from here.
Pages are found via the sitemap. If your site does not publish a sitemap, the warning “Sitemap not found or no new pages” will appear. A maximum of 200 pages can be added at a time, and only pages from the domain you added will be retrieved.
When content changes, there are two options: the "Scan for Changes" button in the page header rechecks saved pages and reprocesses only the ones that have changed; the "Resync" option in the site’s "Manage" menu, on the other hand, refreshes the entire site. The same menu also includes “View Pages” and “Delete Website.”
2. Help Center Articles
The "Manage Articles" button on the Articles card opens the list of articles in your Help Center. Select articles from the list and choose either "Enable for BLE AI" or "Disable for BLE AI" from the "Change BLE AI Status" menu; the "In Use" label will appear in the BLE AI column for the selected articles. You can enable or disable all articles at once using the three-dot menu on the right side of the card.
3. Uploading Documents
- Open the window — On the "Documents" tab, click "Upload Documents."
- Select files — Drag files into the window or click "Select File"; you can add multiple files.
- Upload — Click "Upload." Files are processed one by one; next to each successful upload, the number of characters in the extracted text is displayed, and next to each failed upload, the reason is listed.
Supported formats include PDF, Word (.docx), plain text (.txt), Markdown (.md), HTML, and CSV; a file can be up to 20 MB. Only the body text is extracted from Word documents; tables are converted to plain text, and headers, footers, and notes are not included. You can check the text read by BLE AI using the "View Content" option in the document’s "Manage" menu.
Scanned (image-based) PDFs are rejected because they do not contain selectable text; please upload a version that contains text. Legacy Word (.doc), Excel, and PowerPoint files are not supported; please convert them to PDF or .docx first.
4. Information Notes
A knowledge note is the fastest way to provide information that isn’t covered in your content. On the knowledge notes card, click “Manage knowledge notes,” then “Add a knowledge note”; enter a title and the answer itself, then click “Create.” For example, the title could be “Free Shipping Threshold,” and the content could be “Shipping is free for orders of 500 TL or more.” You can enable or disable these notes for BLE AI individually or in bulk, just as you do with articles.
Write only one topic per note. A short, clear note is easier to find than a sentence lost in a long document.
How BLE AI Uses Information
- It finds the sections from your active resources that most closely match the customer’s question and bases the answer solely on those.
- If it cannot find a sufficiently well-supported answer, it will not make one up; instead, it will transfer the conversation to your team. In the AI section of the conversation, the reason will be listed as “The answer was not sufficiently well-supported,” and in this case, no credits will be deducted.
- In the live chat on your website, customers can click on the sources underlying the BLE AI responses (article title or page URL and the quoted sentence) below the response; they can also indicate whether they liked the last response or not.
- The agent assistant also uses the same knowledge base; your team can search the knowledge base before writing to the customer.
You can see which questions remain unanswered and which source each answer is based on in the BLE AI > Metrics > Performance screen. Each row in the "Questions the AI Could Not Answer" list is a candidate for a new article or information note.
Frequently Asked Questions
I want to try out the information I just added right away.
The "Test BLE AI" button in the header of the Knowledge Base screen opens a preview chat on the right. Ask your question there; the preview works even if the agent is paused.
What happens if I delete a source?
The source is no longer used in new answers. In the source list on the performance screen, answers that previously relied on it appear in the "Deleted source" row.