The quality of Bob's answers depends entirely on the quality of what you put in. Here's exactly what works — and what doesn't.
The rule: Bob can only tell customers what you've told Bob. Vague input = vague answers. Specific input = specific, helpful answers.
We sell skincare products at various price points.
Rose Water Toner (250ml) — RM29.90. Hydrating Face Serum (30ml) — RM59.90. Available in-store and via our website. Free delivery above RM80.
Returns are handled case by case.
Returns accepted within 14 days of purchase with original receipt. Item must be unused and in original packaging. Refund processed within 3–5 working days.
We open on weekdays.
Opening hours: Monday–Friday 9am–6pm, Saturday 10am–4pm. Closed Sundays and public holidays.
Be specific about products
Include full product names, variants, sizes, colours, SKUs. 'RM29.90 for the 250ml Rose Water Toner' beats 'our toner is affordable'.
Include real prices
If it's on your website, put it in the KB. Bob can't guess prices — if it doesn't know, it'll say so, which frustrates customers.
Write like a customer asks
Structure info as Q&A where possible. 'Can I return a product?' → 'Yes, returns are accepted within 14 days with receipt.' Bob learns the pattern.
Cover your policies in full
Delivery time, return policy, warranty, payment methods, operating hours. These are the most common questions — cover them completely.
Use plain language
Write how your customers speak. If your market speaks Manglish, write Manglish in the KB. Bob will match the tone you set.
Break up long content into chunks
Upload separate documents for separate topics — one for products, one for policies, one for FAQs. It's easier for Bob to extract cleanly.
Don't upload image-only PDFs
Scanned brochures without text layer produce zero usable content. Export a text PDF or retype the key info.
Don't be vague about pricing
'Contact us for pricing' is useless in the KB. Bob will repeat that to every customer. Either include the price or exclude the field entirely.
Don't paste wall-of-text content
Unformatted blobs of text confuse the extractor. Use clear headings, short paragraphs, bullet points where possible.
Don't include internal-only info
Staff notes, supplier contacts, margins, passwords — keep those out. The KB is what Bob tells customers.
Don't forget to re-generate after changes
The KB doesn't auto-update. Every time you change prices, add products, or update policies — re-generate.