the knowledge base
The AI knowledge base
behind every answer.
Upload your docs once and they become the single source of truth for the AI agent, the in-widget help search, and your hosted help center. Search that understands meaning, not just keywords, means the agent finds the right passage even when customers use different words than your docs.
Document limits: 50 on Starter, 200 on Pro, 1,000 on Business.
Searched by meaning, not keywords · sources cited
retrieval, not guessing
Every answer starts with a search
Your documents are indexed by meaning, not just keywords. When a customer asks in their own words, the agent still finds the passage that answers them, and cites it.
- Finds answers by meaning, not keyword matching
- Handles long documents automatically
- Citations carry the source title and review date
Searching your docs · 2 sources found
close the gaps
Failed conversations become new docs
When conversations escalate with no knowledge base coverage, HelpYap notices the pattern and drafts a knowledge recommendation. You approve it, the doc ships, and the next customer never becomes a ticket.
- Escalation reasons show exactly what is missing
- AI drafts the recommendation from real conversations
- Source coverage labeled on every reply
knowledge recommendation
Add an article on rotating API keys
4 conversations escalated this week with no knowledge base coverage on this topic. A short how-to would let the agent resolve them.
What formats can I upload to the knowledge base?
You can upload Markdown, plain text, and Word documents, or paste content directly into the editor. There is no proprietary format to convert into and no import wizard to fight.
Most teams start by pasting their existing help articles and uploading their internal docs, then refine from what the analytics show customers actually ask.
- .md Markdown files
- .txt plain text files
- .docx Word documents
- Paste text directly in the editor
How does the AI find the right answer in my docs?
Every document is broken into small overlapping passages and indexed by what it means, not just the words it uses. When a customer asks a question, HelpYap retrieves the passages closest in meaning and builds the answer from them.
That is why a customer asking "why was my card charged twice" finds your article titled "duplicate billing", even though the words do not match.
What is the difference between standard and agentic mode?
In standard mode, relevant knowledge base content is loaded for the AI before it answers. In agentic mode, the AI searches the knowledge base itself, on demand, as the conversation unfolds.
Agentic mode scales better with large knowledge bases because the agent pulls only what each question needs. You can switch modes per project from the dashboard.
How many documents can I store?
Starter includes 50 documents and 100 MB of storage, Pro includes 200 documents and 500 MB, and Business includes 1,000 documents and 5 GB. Limits are enforced per plan, not billed as overage.
- Starter: 50 documents, 100 MB
- Pro: 200 documents, 500 MB
- Business: 1,000 documents, 5 GB
Does the knowledge base power anything besides the chatbot?
Yes. The same documents feed the AI agent, the in-widget help center search, and your hosted help center at helpyap.com/help/your-slug. Write an article once and it works in all three places.
Every AI answer also carries Source Citations pointing back to the documents that grounded it, with a coverage level of grounded, partial, or none, so accuracy is inspectable rather than assumed.
How do I find out what content is missing?
HelpYap surfaces knowledge recommendations from real failures. When conversations escalate because the AI had no coverage, or customers leave negative ratings, those gaps show up as concrete suggestions for articles to write.
Analytics also tracks source coverage and escalation reasons, including "No KB coverage", so you can see exactly where your docs fall short and fix the highest-impact gaps first.
faq
Common questions
What file formats does the HelpYap knowledge base support?
Markdown (.md), plain text (.txt), and Word (.docx) uploads, plus pasting text directly into the editor.
Do I need to structure my docs a certain way?
No. Upload what you already have and HelpYap breaks it into searchable sections automatically. The search works by meaning, so there is nothing to tag, tune, or reformat.
How many documents can I upload?
50 documents and 100 MB on Starter, 200 documents and 500 MB on Pro, and 1,000 documents and 5 GB on Business.
Can customers browse the knowledge base directly?
Yes. The same documents power a hosted help center at helpyap.com/help/your-slug with search, plus help search inside the chat widget itself.
Does the AI ever answer outside my knowledge base?
No. The agent answers only from your content, and every reply includes source citations with a coverage level of grounded, partial, or none so you can verify what backed it.
Try it on your own docs
Every plan starts with a 7-day free trial. No credit card required.