Craft the best knowledge-base file

Prepare the source

Assign an owner and effective date. Use clear headings, one policy per section, direct questions and answers, and explicit units, locations, time zones, and exceptions. Separate English and Arabic sections with matching facts. Use selectable text rather than screenshots of text.

Build the file

1. Replace every bracketed field in the template with an approved fact. Remove topics that do not apply.
2. State eligibility, cancellation/refund deadlines, and how to reach a human. Avoid vague statements such as "usually free" without conditions.
3. Keep live prices and stock in Products or integrations. Explain how the agent should find the current value rather than duplicating it in a static file.
4. Resolve conflicting policies with the business owner before uploading. Remove superseded files so the agent does not retrieve both versions.
5. Save as a supported document, upload, wait for processing, and run the AI acceptance checks.

Copyable starting structure

Business: [name]
Owner: [responsible role]
Effective date: [YYYY-MM-DD]
Languages: [English / Arabic]

1. Business and services
[What we provide, where, and to whom]
2. Hours and contact
[Days, times, time zone, support channel]
3. Booking and cancellation
[Steps, deadlines, exceptions, confirmation rules]
4. Payments and refunds
[Approved methods, eligibility, process, time expectations]
5. Frequently asked questions
Q: [A real customer question]
A: [One clear, approved answer]
6. Human support
[When to escalate and how to contact the team]
7. Missing information
[Do not invent an answer; use the approved escalation process]

Arabic companion structure

النشاط: [الاسم]
المسؤول: [الدور]
تاريخ السريان: [YYYY-MM-DD]
1. النشاط والخدمات: [الوصف والمناطق والفئة المستفيدة]
2. الأوقات والاتصال: [الأيام والساعات والمنطقة الزمنية]
3. الحجز والإلغاء: [الخطوات والمهل والاستثناءات]
4. الدفع والاسترجاع: [الطرق والأهلية والإجراء]
5. الأسئلة الشائعة: [سؤال واقعي وإجابة معتمدة]
6. الدعم البشري: [متى وكيف يتم التصعيد]
7. المعلومات الناقصة: [عدم التخمين ومسار التصعيد]

Expected result and maintenance

The AI answers a sample of known questions correctly and does not invent missing policies. Review the file whenever policies change and record its owner and new effective date. This structure is a writing aid, not an enforcement mechanism for external actions.