Knowledge
What your chatbot knows, where it comes from, who may get answers from it and how fresh it is.
A chatbot answers only from its knowledge and your description of the business. Every answer is built from specific passages, so in testing you see exactly what it read.
Add knowledge
Open Knowledge → Add knowledge and choose a source:
| Source | How it works |
|---|---|
| Website | A sitemap, a crawl from one page, or only the pages you list, up to a page limit. With a sitemap ORYVOX reads the pages it lists; without one it follows links. Read again every week. |
| One page | A single address on your site. |
| File | PDF, DOCX, TXT and other documents. Read again daily. |
| Text | Free text: about you, terms, a price list. |
| Question and answer | An exact answer to a frequent question. |
| Google Drive | Google Docs, Sheets, Slides and text files from your Drive. Read again daily; a failed read keeps the last good version. Connect Google Drive first. |
| Help articles | Short articles you write yourself; they can also be shown to visitors on the chat's welcome screen. |
Start with your website's main pages, then add a text with the facts that aren't on the website: prices, delivery, how ordering works.
Who may get answers from a source
Each source has an access level:
| Access | Meaning |
|---|---|
| Public, may be cited | Every visitor; the page can be linked under an answer. |
| Internal, never cited | Used to answer, but never shown as a source. |
| Agents only | Only for agents and automations, never the website chat. |
| Signed-in customers only | Only visitors your website signed in. See Visitor identity. |
| Disabled | Not used at all. |
Status and freshness
The knowledge status shows what's ready, being read, needs a look, failed or is out of date. If an update fails, the previous version keeps answering. Per source you can read it again, pause or resume reading, see its passages and remove it.
Mark the sources the chatbot must never answer without as Required. If a required source isn't ready, a Production deploy is blocked until it is.
Test your knowledge
Test knowledge asks a question against your sources only and shows the answer, its confidence and the passages it used. Only you see it.
Answer coverage shows how many knowledge questions were answered with real support from your sources. It appears after at least 10 such questions.
Knowledge shared across chatbots
Knowledge can belong to one chatbot, or to a project and be connected to several chatbots. The Connected knowledge card lists the collections a chatbot reads. Knowledge of other projects is never used.
Page context
The widget can also read the page the visitor is on: its main headings and public product data. Turn it on in Security and privacy → Page context, or send your own context with OryvoxChat.setContext() (see JavaScript SDK). Form fields, passwords, payment forms, cookies and hidden content are never read.
When it doesn't know
If the answer isn't in its knowledge, the chatbot says so and never guesses. Those questions collect in Unanswered questions, where one answer from you fixes them for good.