Knowledge base basics

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Cubby only answers from what you put in the knowledge base. Open it at Live chat › Knowledge base.

Two kinds of entries

Type	How it’s used	Uses an AI answer?
Q&A pair	When the visitor’s question matches, your stored answer is sent exactly as written	No
Document	Split into passages of about 600 characters. When no Q&A pair matches, the best passages are found and Cubby writes an answer from them, showing the source	Yes

A Q&A pair matches when the visitor’s message is the same as the stored question, or contains all of its keywords.

Look for a matching Q&A pair. If one matches, send it.
Otherwise search the documents. If good passages are found, write an answer from them and cite the document.
If nothing relevant is found, or the material isn’t enough, hand the conversation to your team instead of guessing.

Ask like a customer. “Where is my parcel?” matches more questions than “Shipment status inquiry”.
One topic per entry. Short, focused answers are easier to match and easier to read.
Include the numbers. Days, prices, limits and deadlines are what people actually ask about.
End with the next step. A link or an instruction turns an answer into a resolved question.

Each entry shows how often it was used. Entries nobody hits can be rewritten or removed.

Disable an entry instead of deleting it when something is temporarily untrue — a holiday shipping delay, for example. Cubby ignores disabled entries.