Chatform empowers you to leverage your existing knowledge base to enhance your player support experience.
⚠️ Important: Your knowledge base is different from your Ticket Types (SOPs).
  • Knowledge Base → FAQ, terms, policies, informational content.
  • Ticket Types → Step-by-step procedures your AI agent follows for specific issues.
Learn more about this distinction →
Chatform lets you create brand-specific knowledge bases, so each brand only sees the right information. You can mix and match multiple content sources to keep your agent accurate and helpful.

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Ways to Add Knowledge

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1. Create Articles in ChatForm

Write and manage articles directly inside ChatForm. Perfect for FAQs, terms, promotions, and quick updates your AI agent should know.

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2. Upload Files

Import existing documentation such as PDF manuals, spreadsheets, or structured guides already used by your human support team.

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3. Duplicate an Existing Brand

If you’re launching a new brand with similar content, you can duplicate another brand’s knowledge base as a starting point.

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4. Sync Your Help Center

Connect your public help center so Chatform can automatically pull in articles.
  • Requirements:
    • Pages must be publicly accessible (not behind a login).
    • Content should be organized in static pages (dynamic modals or heavy JavaScript can cause issues).
    • For geo-blocked sites, just let your CSM know so we can scope properly.
  • Sync behavior:
    • Chatform will regularly refresh content on a set cadence.
    • You can also resync individual articles instantly after an update.
  • Example: If your help center lives at https://support.brand.com, just provide that root URL.

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Geo-Scoped Articles

Articles can be filtered by country so only relevant players see them.
  • Include content for specific locales
  • Exclude articles where information is not applicable

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SmartSync

Once set up, Chatform automatically discovers and syncs new articles you add over time. You can always expand your knowledge base later.

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Next Steps

  • Decide how you’ll seed your knowledge base (manual articles, uploads, duplication, or help center sync).
  • Confirm with your CSM if your help center setup might require special handling.