Self-learning & knowledge tools
Your Knowledge Base grows from real conversations: answers your team gives become entries for you to approve, and unanswered questions come with suggested answers from your own pages.
Learn from your team's answers
When a live chat is resolved, up to 3 question-and-answer pairs from it are added to your Knowledge Base, turned off, under the topic Learned and labelled "Learned from a chat". Nothing reaches visitors until you check and turn it on.
- Each visitor question is paired with your team's next reply. Only real questions (12–300 characters, at least 3 words) and real answers (at least 25 characters and 5 words) are used; small talk such as "hi" or "thanks" is skipped. The question becomes the entry's title, the reply its answer.
- Emails, phone numbers and card numbers are removed, customer names are dropped, order numbers become "your order", and anything that looks like an address is skipped.
- Questions that match an existing entry's title are skipped, each conversation is learned from once, and learning stops when the Knowledge Base holds 500 entries.
- To approve one, find it with the topic filter set to Learned, check or edit it, and turn it on.
- Nothing in this feature is sent to an AI provider.
- Knowledge & Answers filtered to the "Learned" topic
- Entries turned off, labelled "Learned from a chat"
Questions to answer
On Analytics → Questions to answer, the answer box is pre-filled with the best matching passage from your posts and pages, followed by "More details:" and its link: "Suggested from your page "Shipping". Check and edit it before saving." Needs Answer From Your Whole Site on.
A question lands here when an answer had to offer a person and couldn't cite any of your information (with Track Knowledge Gaps on, under Privacy & Usage → Analytics Data). Each shows "Asked 3 times · last …". Click Add answer, edit, and Save to Knowledge Base: "Saved to your Knowledge Base. The assistant will use it from now on." Or Dismiss it.
Knowledge tools
Export and import
In the Knowledge Base on the Knowledge & Answers tab, Export downloads knowledge-base-YYYY-MM-DD.json with every entry; Import adds up to 200 entries from such a file as new entries ("Imported 12 entries."), ideal for moving between sites or editing in bulk. A file without usable entries gives "That file isn't a knowledge base export." Entries without "active" are imported turned on.
{
"format": "siteryn-ai-support-agent-knowledge",
"version": 1,
"entries": [
{ "type": "faq", "title": "Do you ship abroad?", "answer": "Yes, to 30 countries…",
"topic": "Shipping", "phrases": "international shipping\nship overseas", "active": true }
]
}
Test a question
Under Test a question, type a question (for example "Can I return a gift?") and click Test. "The assistant would answer from:" lists the top 3 matches, tagged "Knowledge entry" (with an Edit link) or "Store information". Nothing is sent to your AI provider. If nothing matches: "Nothing matches well enough yet. Add an entry that answers this question."