The Knowledge Base is what separates Sohay from a generic chatbot bolted onto your site. It is worth understanding the shape of it, because it explains most of what you will do to improve answers.
The sequence
When a visitor asks something, Sohay does not send the question straight to the model. It:
- Searches your published Knowledge Base articles for the ones most likely to answer the question.
- Sends those articles to the model, along with the question.
- Asks the model to answer using them.
The model does the writing. Your articles do the knowing. Everything that follows is a consequence of that split.
What it means in practice
The chatbot can only be as good as your articles. A missing article is a question it cannot answer, and no amount of model or prompt tuning will change that. Publishing the article will.
It says “I don’t know” rather than inventing. If nothing matches, it tells the visitor so. That is correct behaviour, not a failure — an honest “I don’t know” is worth far more to you than a confident wrong answer about your refund policy.
Matching is on meaning, not keywords. An article titled “How long does delivery take?” will match “when will my order arrive” even with no shared words. You do not need to stuff articles with keyword variants.
The one thing to write on purpose
Write a fallback article — a short “How to contact us” with your support email, hours, and anything else a stuck visitor needs.
Without it, an off-topic question ends at “I don’t know” and the visitor leaves. With it, the chatbot has somewhere to send them. It is the single highest-value article in most Knowledge Bases, and it is usually the one nobody thinks to write.
Where the searching happens
Indexing and search run on OpenAI Vector Stores, and they do so regardless of which provider writes your replies. A site on Gemini with the Knowledge Base switched on still needs an OpenAI key saved. Without one the chatbot answers without consulting your articles — quietly, with no error.
Your article text is sent to OpenAI when it syncs, and the visitor’s question is sent when the chatbot searches. What Sohay sends to OpenAI and Google lists exactly what goes where.
Where to go next
Writing a good Knowledge Base article covers what makes one retrieve well, and Syncing articles to the AI index covers getting them indexed.
