# Knowledge — what your assistant knows

> What the assistant answers from, how the Knowledge screen is laid out, and the quickest way to a well-informed assistant.

What the assistant answers from, how the Knowledge screen is laid out, and the quickest way to a well-informed assistant.

Your assistant is only as good as what you teach it. The Knowledge screen is where you do that: the questions your customers ask, with the answers you want them to get, and a short description of your business.

![The Knowledge screen: your FAQs in the middle, knowledge health and missing answers on the right](https://konvuno.com/help/shots/en/knowledge/screen.webp)

The Knowledge screen: your FAQs in the middle, knowledge health and missing answers on the right

## What the assistant answers from

When a visitor asks something, the assistant looks in three places:

1. **Your FAQs** — questions and answers you write, import from your website or upload from a spreadsheet. The assistant searches them by meaning, not by exact words, so "when are you open?" finds your FAQ about opening hours. Only Active FAQs are used.
2. **Your business context** — a short description of your business that the assistant keeps in mind for every answer. It covers the questions no FAQ does. See [Business context](https://konvuno.com/help/knowledge/business-context).
3. **Your catalog** — products and services with prices, if you sell something. They live under Catalog, not here. See [Your catalog](https://konvuno.com/help/catalog).

If none of these covers the question, the assistant [says it is not sure](https://konvuno.com/help/visitors/when-the-assistant-cant-answer#unknown) and offers your contact details — it never makes up prices, opening hours or policies. The question then appears under [Missing answers](https://konvuno.com/help/knowledge/missing-answers#missing), so you know which FAQ to write next.

The assistant always replies in the visitor's language and in the [tone](https://konvuno.com/help/widget/behavior#tone) you chose for the widget, so it uses your answer as a source of facts rather than pasting it word for word.

Note

Knowledge has no Publish button. An FAQ you set to Active is used as soon as it is indexed, usually within a few minutes, and a change to your business context applies to the very next question. Only the widget's own settings go through a draft and a publish.

## The screen at a glance

- **The buttons at the top** — Export CSV downloads your FAQs as a spreadsheet file, and Add knowledge opens every way to add knowledge.
- **The Business context strip** — the start of your business description, with a button to edit it.
- **The FAQ list** — a search box, filters and one row per FAQ. See [Write and manage FAQs](https://konvuno.com/help/knowledge/faqs).
- **The right column** — Knowledge health, how much of your knowledge is ready to use, and Missing answers, the questions visitors asked that you have no answer for yet. See [Missing answers and knowledge health](https://konvuno.com/help/knowledge/missing-answers).

## Ways to add knowledge

![The Add knowledge menu at the top of the screen](https://konvuno.com/help/shots/en/knowledge/add-menu.webp)

The Add knowledge menu at the top of the screen

Everything starts from Add knowledge:

| Menu item | Best for | Read more |
| --- | --- | --- |
| Add FAQ | one question at a time | [Write and manage FAQs](https://konvuno.com/help/knowledge/faqs#add) |
| Import from website | a first set of FAQs from your website, in a minute | [Import FAQs from your website](https://konvuno.com/help/knowledge/website-import) |
| Bulk upload | an FAQ list you already keep in a spreadsheet | [Upload and export as CSV](https://konvuno.com/help/knowledge/csv) |
| Manage sources | seeing where your FAQs came from | [Sources](https://konvuno.com/help/knowledge/sources) |

## FAQ statuses

Every FAQ has one of three statuses:

| Status | What the assistant does |
| --- | --- |
| Active | Uses it to answer visitors. |
| Draft | Ignores it. For an answer you are still writing or want someone to check. |
| Disabled | Ignores it and greys it out in the list. For an answer that is not true right now — a seasonal offer, a paused service — that you want to bring back later. |

Heads up

An FAQ you add by hand, and every row of a CSV upload, starts as Draft unless you pick another status. The assistant never uses a draft, so remember to set your FAQs to Active. FAQs imported from your website are the exception: they go live straight away.

## Your first half hour

1. **Import from your website.** Konvuno suggests FAQs from your pages; tick the right ones. No website? Write your ten most common questions by hand instead.
2. **Review your business context.** A website scan drafts one for you — open it, read it and click Use new version if it is right.
3. **Fill the gaps.** Add the questions you hear every week that the scan did not find: prices, opening hours, delivery, booking, payment.
4. **Test.** Ask the assistant your questions in the widget's [test mode](https://konvuno.com/help/widget/preview-and-test#test) and fix any answer that comes out wrong.
5. **Come back in a week.** Look at Missing answers and turn the most-asked questions into FAQs.

## Who can do what

Owners and members can do everything on this screen: add, edit and delete FAQs, scan the website, upload and export files, edit the business context and remove sources. If several people look after your knowledge, agree who checks new answers before they go live.

The only thing on this screen that depends on your plan is the website scan — without a subscription you get a few free scans. See [Free scans without a plan](https://konvuno.com/help/knowledge/website-import#free-scans).

How other businesses use it

- **A restaurant** writes FAQs for opening hours, vegan and gluten-free options, parking and group bookings, and puts "we are a family-run Italian restaurant" in its business context.
- **A dental clinic** scans its website, then adds FAQs for what a first visit costs and whether it accepts new patients.
- **A software company** uploads its existing help-desk FAQ as a CSV and keeps answers about upcoming features as drafts until they ship.
- **A wedding photographer** disables the "Do you have dates free in June?" FAQ once the season is fully booked, and sets it active again in autumn.

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Canonical: https://konvuno.com/help/knowledge
Index: https://konvuno.com/llms.txt