What this gives your team
A clear answer, backed by content you control.
To add knowledge to a Dobe Chat assistant, upload a document, paste text, or add a public website URL in the assistant’s knowledge area. Choose current source material that directly supports the questions you expect customers to ask. After adding it, test representative questions and refresh the source whenever the underlying information changes.
- Use public URLs for customer-facing website content that should inform answers.
- Upload files or paste text when the source material is not a public web page.
- Keep sources focused, current, and owned by someone who can maintain their accuracy.
Use the source type that fits the content
Dobe Chat accepts three practical types of source material: uploaded files, pasted text, and public URLs. A public URL is useful for content already published on your website. A file is useful for a maintained document. Pasted text is useful for concise, stable information that does not need a separate document.
The source type matters less than the quality of the information. Select content that is current, relevant to the assistant’s purpose, and clear enough that a visitor can receive a direct answer without guessing what the business means.
Prepare content before adding it to an assistant
Remove outdated policies, duplicate documents, and internal drafts that should not influence a customer-facing answer. Resolve conflicting wording before it becomes part of the knowledge base. The assistant should never be used as a shortcut around basic content ownership.
Keep the initial source set small enough to test. A focused knowledge base makes it easier to find the cause of an unclear answer and gives the team a clean foundation for future additions.
- Prefer current, public-ready information over internal working notes.
- Make one source responsible for each key policy or product explanation.
- Use customer phrasing in headings and explanations when you update the source content.
Maintain sources after launch
Whenever a product detail, price, workflow, or policy changes, update the related source. This is the operational work that keeps a website AI assistant useful over time. A chatbot should be part of content maintenance, not an isolated experiment.
Review conversations for missing topics and unclear wording. If a visitor repeatedly asks a question that the assistant cannot answer well, decide whether the information belongs in the knowledge base, needs a new public help page, or requires a human response.
A practical workflow
A clear path from setup to improvement.
- 1
Define what the assistant should answer
Start with the customer journey and a small group of recurring questions. This gives you a practical standard for deciding whether a source belongs in the knowledge base.
- 2
Add a file, URL, or text source
Choose the appropriate source type in Dobe Chat. Add a clear title so the team can identify and maintain the source later.
- 3
Test with realistic customer phrasing
Try the words people use outside your team. Check whether the assistant can reach the intended information without inventing a conclusion or drifting into an unrelated topic.
- 4
Review and refresh regularly
Use content change events and conversation patterns as triggers to update sources. Assign an owner for important areas such as policies, pricing, and product documentation.
Questions, answered
What teams usually ask before they begin.
Which knowledge source types does Dobe Chat support?
Dobe Chat supports uploaded files, pasted text, and public website URLs as knowledge sources for an assistant.
Can I add a private or login-required web page?
Use an uploaded file or pasted text for information that is not available at a public URL. Public URLs should be reachable as public website content.
Should I add every document my company has?
No. Begin with a focused, current source set tied to the customer questions the assistant should answer. Add more material only when it has a clear purpose and an owner who can keep it correct.
Give customers a useful answer before they need to open a ticket.
Bring your trusted content into Dobe Chat, define what the assistant should handle, and launch with a clear path to human help.
Build your assistantLast updated: August 2026