A configured chatbot with an empty Knowledge Base will tell every visitor it does not know. Giving it something to know is two steps.
Write an article
Go to KB Articles → Add New. It is the ordinary WordPress editor — title, body, publish.
Write it as an answer to a question somebody actually asks you. “Shipping” is a filing label; “How long does delivery take, and what does it cost?” is what a visitor types. The second retrieves better, because it looks more like the question being matched against it.
Longer articles work better than short ones. One page covering a whole topic gives the model enough context to answer follow-ups; three fragments give it three partial answers to choose between.
Sync it
Publishing an article does not make it searchable on its own. Go to Sohay → KB Settings → Dashboard and click Sync All Articles.
That sends your articles to be indexed, in the background, so you can leave the page. Articles usually become searchable within a minute or two.
After the first sync you rarely press the button again — editing or publishing an article queues its own sync automatically. Sync All Articles is for the first run, and for after a bulk change that happened outside the editor.
Try it
Open your site’s front end. The chat launcher sits in the bottom-right corner. Click it and ask the question your article answers.
If the answer comes back grounded in what you wrote, the whole chain is working: key, model, index, retrieval, and reply.
If it says it does not know
Give it a minute — the sync runs in the background and may not have finished. If it still does not know:
- Check the article’s status is Published, not Draft.
- Check Sohay → KB Settings → Dashboard shows it as Synced rather than Pending or Error.
- If you selected Google as your provider, check you also have an OpenAI key saved. Article indexing and search run on OpenAI whichever provider writes the replies, and without that key the chatbot answers without consulting your articles at all.
There is a fuller walk-through in The chatbot isn’t using my articles.
Where to go next
Writing a good Knowledge Base article covers what makes one retrieve well. Organising articles with categories and tags covers structure once you have more than a handful.
