Small tweaks to the knowledge base can solve most issues. This page shows you the safest ways to:

  • Edit an existing entry
  • Import and export content in bulk
  • Promote changes to production
Always test in Sandbox first and promote only when you’re happy. Details are in Environments & versions.

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Edit an existing knowledge base item

  1. Click the topic you want to change.
  2. Update text directly in the Answer panel.
  3. Press Save (or Cmd/Ctrl + S).
  4. Use Publish and run tests in sandbox before publishing.

Common fixes:

IssueWhat to do
The agent gives a partial answerAdd clarifying details to the Answer field.
It triggers the wrong topicAdd a few of the user’s actual phrasings as Sample questions.
It overlaps another topicMerge the content or re-title one topic to be more specific.

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Add a new topic

  1. Click ** + Topic**.
  2. Enter a clear title.
  3. Add at least three sample questions—think of real user wording.
  4. Write the Answer in plain language.
  5. Save and preview.

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Bulk edits

Large updates are faster in a spreadsheet.

  1. Click Export CSV to download the current KB.
  2. Edit or add rows in your spreadsheet app.
    • Keep column headers exactly as exported.
    • Leave IDs intact for topics you’re editing; new rows will create new topics.
  3. Save as CSV.
  4. Click Import CSV and upload the file.
  5. Review the diff, then Confirm import.

See CSV imports for file format details.

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Promote your changes

  1. Open Environments & versions.
  2. Select the new Sandbox version.
  3. Click Promote to production.
  4. Confirm.

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When to ask for help

Escalate to PolyAI support or your PS contact if you need to:

  • Add Python functions or external API calls
  • Localise a multi-language KB
  • Migrate content between separate projects
  • Undo a large import gone wrong