Uploading knowledge base content
Add articles, FAQs, and documentation that Liya uses to ground every AI reply.
The knowledge base is the single most important input to Liya's AI quality. Every AI-drafted reply is grounded in content you provide — Liya will not fabricate information that isn't in your knowledge base. The better your content coverage, the higher the accuracy and specificity of AI replies.
Supported content sources
| Source | Format | Max size | Auto-sync |
|---|---|---|---|
| Text paste | Plain text, Markdown | — | No (manual) |
| File upload | PDF, .md, .txt, .docx | 10 MB/file | No (manual) |
| URL crawl | Public HTML pages | — | Optional (weekly) |
| Notion sync | Notion pages/databases | — | Yes (real-time) |
| Google Docs sync | Google Docs | — | Yes (real-time) |
| Help center sync | Intercom, Zendesk, HubSpot Articles | — | Yes (daily) |
Adding content manually
Navigate to Knowledge Base
In your dashboard sidebar, click Knowledge. This is where all your knowledge base articles live.
Click 'Add article'
Choose from three input methods: Paste text, Upload file, or Add URL.
Add a title and tags
Give the article a descriptive title (e.g. "How to cancel a subscription"). Add topic tags like "billing", "cancellation" — these help Liya retrieve the most relevant articles during triage.
Save and index
Click Save. Liya indexes the content within 30–60 seconds. You'll see a green checkmark when it's ready to use in AI replies.
Crawling a URL
If your help content lives on a public website (e.g. a help center, docs site, or product page), Liya can crawl and index it without manual copy/paste.
- Click Add article → Add URL.
- Paste the full URL (must be publicly accessible — no login required).
- Optionally enable Weekly re-crawl to keep the content up to date.
- Click Crawl and index. Liya fetches the page and strips navigation, ads, and boilerplate.
Syncing with Notion
Connect Notion
Go to Settings → Integrations → Notion and click Connect. You'll be redirected to Notion's OAuth flow. Grant Liya access to the pages or databases you want to sync.
Select pages to sync
In the Notion integration settings, select which pages or databases to include in your knowledge base. Child pages are included automatically.
Sync is automatic
After the initial sync (which may take a few minutes for large workspaces), all subsequent changes in the selected Notion pages are synced in near real-time via webhook.
Managing your knowledge base
Editing articles
Click any article in the Knowledge Base view to edit its title, content, or tags. Changes are re-indexed automatically within 60 seconds.
Archiving and deleting
Archiving removes an article from AI retrieval without deleting it — useful for seasonal content or articles under review. Deleting permanently removes the article and cannot be undone.
Reviewing AI usage
In Knowledge → Analytics, you can see which articles are referenced most often by AI drafts, which articles have low retrieval rates (indicating they may be poorly tagged or written), and which customer questions aren't being answered by any existing article.
Writing effective knowledge base articles
Liya retrieves articles based on semantic similarity to the customer's question. A few writing tips significantly improve retrieval accuracy:
- Write one article per topic.Don't bundle "Billing FAQ" into one long document. Separate each question into its own short article.
- Include natural-language variations.Customers say "cancel" but also "stop my subscription", "downgrade", "unsubscribe". Cover these variations in the article text.
- Write in plain language. Avoid internal jargon unless the customer is expected to know it.
- Keep articles concise. Aim for 100–400 words per article. Very long articles reduce retrieval precision. For long processes, link to sub-articles for each step.
- Include exact error messages and codes where relevant — customers often paste these verbatim into support tickets.