# The bot's knowledge base

{/* AUTO-SYNCED SOURCE: this page lives in apps/app/src/modules/wa-bot/docs/ and is mirrored into the docs app by `bun sync:module-docs`. Edit it in the module, not in apps/docs. */}

<Lead>
This page is about your bot's knowledge base, meaning the answers it may use in a conversation. Questions about the tool itself are answered under [Questions and answers](/tools/wa-bot/faq).

Under **Automation > Knowledge & FAQ** (Automatisierung > Wissen & FAQ) you maintain the answers your bot is allowed to use: opening hours, how a viewing works, commission, documents. The page's principle: only what is approved here is what the bot says.
</Lead>

## Maintaining entries

An entry consists of three parts:

<DefinitionList>
  <DefItem term="Question (3 to 200 characters)">
    Short and phrased the way customers would ask it, for example "Wie läuft eine Besichtigung ab?" (how does a viewing work?).
  </DefItem>
  <DefItem term="Answer (3 to 1000 characters)">
    Clear and complete. The editor's advice: short question, clear answer.
  </DefItem>
  <DefItem term="Freigegeben switch (approved)">
    The control point: "Nur freigegebene Einträge landen im FAQ-Flow und später beim KI-Assistenten." (only approved entries end up in the FAQ flow and, later, with the AI assistant). Unapproved entries remain drafts; the bot never uses them.
  </DefItem>
</DefinitionList>

When saving, the app confirms the state: approved ("Freigegeben. Übernehmen Sie das Wissen in den FAQ-Flow, damit es live geht.", approved, transfer the knowledge into the FAQ flow to take it live) or draft ("Als Entwurf gespeichert, noch nicht freigegeben.", saved as draft, not yet approved). When deleting, the confirmation notes that the FAQ flow only changes on the next transfer.

## Placeholders in answers

Answers can use the same placeholders as flows: tokens such as `{bueroName}` or `{erreichbarkeit}` are filled with the right values automatically when sending. That keeps answers current when your texts in the [settings](/tools/wa-bot/einstellungen) change. The full placeholder reference is on the [flows page](/tools/wa-bot/flows#placeholders).

## Transferring into the FAQ flow

The **In FAQ-Flow übernehmen** button (transfer into FAQ flow) turns your approved entries into the bot's complete FAQ menu: it rebuilds the frequently-asked-questions flow and publishes it immediately, including a way back to the main menu and a handover to your team.

<Warning title="Studio changes are overwritten">
The confirmation says it explicitly: the FAQ flow is rebuilt from the approved entries and published, and your own changes to the FAQ flow in the studio are overwritten in the process ("Eigene Änderungen am FAQ-Flow im Studio werden dabei überschrieben."). If you reworked the FAQ flow by hand in the studio, those adjustments are lost on transfer. You confirm with **Übernehmen & veröffentlichen** (transfer & publish).
</Warning>

<Note title="A maximum of 9 questions">
A WhatsApp selection list may have at most 10 rows; one row is reserved for the way back to the menu. So at most **9 questions** fit into the FAQ flow. If you approved more, the bot takes the first 9 and reports the rest, for example: "9 Fragen übernommen, 2 über dem WhatsApp-Limit (9)." (9 questions transferred, 2 above the WhatsApp limit).
</Note>

After transferring you can inspect the generated flow in the [Flow Studio](/tools/wa-bot/flows) at any time.

## Interaction with the AI assistant

The upcoming **AI assistant** (<Badge>Coming soon</Badge>, see [pricing and billing](/tools/wa-bot#pricing-and-billing)) uses the same knowledge base. The same control applies there too: it may only use approved entries. What you maintain today will work twice for you later.

## Next steps

Test how the FAQ flow feels in a conversation using the simulator in the [Flow Studio](/tools/wa-bot/flows). Back to the [overview](/tools/wa-bot).