With a handful of products, Word documents and pasted text are all you need. If you have many products, a big help centre, or you already work with AI tools, one JSON file is the fastest way to teach the desk everything at once. The guide is on the Knowledge Base tab, under the upload box: Selling several products? One file can cover them all.
What the file looks like:
A list of entries, one answer each. Four fields are all you need: product, title, text and, if there is one, url. Press Download A Sample File on that screen to see a working example with several products in it.
Field names the desk understands:
Your file does not have to match the sample. Capitals, spaces, dashes and underscores do not matter, and neither does the order.
- The product: product, productName, plugin, app, course, offer, category or section.
- The title: title, question, heading, subject, name or topic.
- The answer: text, body, content, answer, description, details, solution or steps.
- The link: url, link, permalink or href.
Anything else in an entry, such as tags, a licence limit or a version, is kept and searched too. Housekeeping fields such as IDs, icons and sort orders are left out, so the preview a visitor sees opens on the answer itself.
Let your AI write the file:
The same screen has a ready-made prompt with a Copy The Prompt button. Paste it into ChatGPT, Claude or Gemini, paste your documentation under it, and save the answer as my-knowledge.json. For a big help centre, do one product at a time and upload each file.
What happens after the upload:
- Every entry knows its product. The product name leads the title, so a question about one product is answered from that product's pages.
- Long answers are welcome. A whole article in one entry is fine. It is split into sections for searching and nothing is cut off.
- The desk tells you what it understood, under the file's name in the list: how many entries, which field it used for titles, answers and products, and how many products it found. If that line looks wrong, rename the field in your file and upload it again.
- An export from another tool can go in as it is. A list wrapped inside something else, for example an "articles" list, is found without any changes.
Keeping it current:
Upload the same file name again and the whole set is replaced in one go, so old wording never competes with new. If the file lives online, add its address on the A web address tab and the desk reads it again by itself every day. A file can be up to 20 MB and 4,000 entries; beyond that, split it in two.
Keep private things out:
Everything in the Knowledge Base can be shown to visitors on your help page. Leave out customer names, prices you do not publish and internal notes.