Building your first knowledge base
Seed Liya with your content so AI drafts are accurate, grounded, and specific to your product from day one.
The knowledge base is the primary source of truth Liya draws on when drafting replies. You don't need a complete library before going live — even 10–20 focused articles covering your most common customer questions will produce noticeably better drafts than starting empty.
What to include first
Before writing any content, pull your last 30 days of support tickets and identify the top 10 questions by volume. These are the articles to write first. Common categories for most teams:
| Category | Example articles |
|---|---|
| Billing & payments | How to upgrade, cancel, or pause a subscription; refund policy; payment failure troubleshooting |
| Account access | Reset password, change email address, manage 2FA, delete account |
| Getting started | Initial setup steps, onboarding checklist, key features overview |
| Product features | How specific features work, limitations, common configuration questions |
| Orders & shipping | Track an order, report a missing delivery, return & exchange policy |
| Technical / errors | Common error messages and their fixes, system requirements, integration troubleshooting |
Adding your first articles
Open the Knowledge Base
In your dashboard, click Knowledgein the left sidebar. If this is your first visit you'll see an empty state with a prompt to add your first article.
Click 'Add article' and choose your input method
Three options are available:
- Write / paste — type or paste content directly into the editor (supports Markdown)
- Upload a file — PDF, .docx, .txt, or .md (up to 10 MB)
- Add a URL — crawl any publicly accessible help page or doc
For your first knowledge base, pasting directly tends to give the cleanest results because you can control exactly what text is indexed.
Write one article per question
Create a separate article for each distinct question — don't bundle multiple FAQs into one long document. Short, focused articles produce far better AI retrieval than long multi-topic documents.
A good article structure:
- Title: the question phrased as a customer would ask it (e.g. "How do I cancel my subscription?")
- Body: the answer in plain language, 100–400 words
- Include variations: mention alternative phrasings customers use (e.g. "downgrade", "unsubscribe", "stop plan")
Add topic tags
Tag each article with one or more topics: billing, shipping,account, technical, etc. Tags help Liya retrieve the right article when a conversation's intent overlaps multiple topics.
Save and wait for indexing
After saving, Liya indexes the article within 30–60 seconds. A green status indicator appears when it's ready for use in AI replies. You can add the next article immediately without waiting.
Importing content you already have
Most teams already have support content somewhere — in a Notion doc, a Google Doc, a Zendesk help center, or an internal wiki. Rather than rewriting from scratch:
- Notion: Connect the Notion integration under Settings → Integrations and select which pages to sync. Liya imports automatically and stays in sync as you edit.
- Google Docs: Connect Google Docs via Settings → Integrations for real-time sync.
- Zendesk / Intercom / HubSpot Knowledge Base: Use the help center sync option. Liya crawls your public articles daily.
- PDF manuals or policy docs: Upload via the file upload option. Liya extracts the text and splits it into indexable sections automatically.
- Any public URL: Paste the URL and Liya crawls it. Works great for public help centres, changelog pages, and product documentation sites.
Quality checklist before going live
Before your team starts using Liya on real tickets, confirm:
- Your top 10 most-asked questions each have at least one article
- All articles are tagged with relevant topics
- Articles are written in the same tone/language your customers use
- Pricing, policy, and refund information is accurate and up to date
- Each article is 400 words or fewer (split longer ones into sub-articles)