Knowledge base and knowledge gaps

Your bot only answers with real information about your business — it never makes up prices or facts. What it knows comes from the knowledge base you build under Knowledge.

Adding knowledge

You can add questions and answers by hand, or upload documents (PDF, text) for Cercanto to process so the bot can use them as reference.

Knowledge gaps

When a customer asks something the bot can’t answer with what it already knows, the bot:

1. Tells the customer honestly, instead of making up an answer.
2. Offers to hand them off to a person.
3. Logs the question as a knowledge gap.

You’ll see those pending gaps under Knowledge → Gaps. For each one you can:

• Resolve — write the correct answer, and it becomes part of the knowledge base so the bot can use it next time someone asks something similar.
• Dismiss — if it doesn’t apply or isn’t worth adding.

This is how your bot improves over time: every real question it couldn’t answer becomes new knowledge, with your approval.