How Konrado uses the Knowledge Base

Konrado answers questions about your business from your Knowledge Base. For each question it looks up the parts that match, and builds the reply from them. It cannot answer from what it could not read.

Read, then read again

Konrado reads a source when you add it. It reads website pages, feed links and catalogs again every night, and a page with its own Refresh frequency as often as you set. It adds a resolved ticket when the ticket closes, and reads documents, Text and Q&A when you save them. A change on your website reaches replies after the next read, and Refresh on the source reads it now.

Split into parts

Konrado splits each web page at its headings. Each part keeps the page title and its heading, so it still says what it is about. Konrado cuts a long part again, and splits documents and texts, about every 3,000 characters. It keeps each question of a Q&A with its answer, and matches each question on its own.

Looked up for each question

For each question, Konrado searches all your sources for the parts closest in meaning, not only the ones with the same words. It keeps the best few and drops weak matches. Every agent searches the same Knowledge Base.

Konrado searches past tickets too, as examples of how your team solved a case, and reuses the approach. Its rules forbid repeating another customer's details, a ticket number, or a price or a link from an old ticket. When a past ticket and a page of your website disagree, the page wins.

Where Konrado found it

On the live chat, Konrado links the visitor to the page it used, so they can read more or do the thing themselves. A ticket reply can carry the link too.

When nothing matches

On the live chat, Konrado tells the visitor it does not have that information and points them to your support, instead of guessing a price, a plan or a policy. On a ticket, the draft asks the customer for what is missing or hands the ticket to your team, with a low confidence.

Why a short FAQ beats a long page

Konrado matches each part with the question on its own, and only the best few reach the reply. A short section that answers one question, under a heading in your customers' words, matches that question closely. A long marketing page touches every topic a little, so its parts match many questions weakly and lose to better ones.

Write each source the way customers ask:

One topic per heading, and the heading as the question: "How do I point my domain to you?"
The real numbers in the text: prices, limits, times.
The answer itself, not "contact us for details".

When a reply is wrong

What you see	What to change
A fact is wrong or out of date	Fix the page on your website and click Refresh on its source, or edit the Text or Q&A
Konrado says it does not know	Add the answer: a page, a Text, or a Q&A with the ways customers ask
The right page, the wrong part of it	Give each topic its own heading
The facts are right, the steps are wrong	Add a procedure for that kind of request
The tone or the handover is wrong	Change the instructions
A source shows Error	Open it to see why, then fix the source