# Knowledge base > Teach the AI about your business with articles, draft them from a few questions, and write articles that produce good answers. Source: https://docs.message24.net/owners/ai/knowledge-base/ The knowledge base is what the AI knows about your business beyond your product catalog: where you are, how delivery works, what you accept as payment, how to talk to customers, and when to hand over to a person. The AI treats your articles as the business speaking, and follows them over its own default behaviour. ## Open the knowledge base Go to **Settings > Knowledge Base**. The same list also appears at the top of **Settings > AI Settings** as **What your AI knows**, next to the test chat, so you can edit an article and try it straight away. ## Add an article 1. Select **Add Article**. 2. Enter an **Article title**. 3. Write the article. Use **Visual** to format with headings, lists and tables from the toolbar, or switch to **Markdown** to type it directly. 4. Select **Save**. It needs both a title and some content. Articles can be written in English, Arabic or Kurdish; right-to-left text lines up automatically. The editor has find and replace for long articles. To change an article, select it in the list. To delete one, hover over it and select the bin icon. Deleting can't be undone. ## Manage your articles - **Search**: once you have more than three articles, a search box filters them by title and content. - **Reorder**: hover over an article and drag the handle on its left. - **Choose channels**: each article shows a tick box for every connected channel. Untick a channel to stop that channel's AI from using the article. You can also do this per channel from **AI Settings**. See [Which articles the channel uses](/owners/ai/ai-settings/#which-articles-the-channel-uses). - **Size**: the small number next to each title is the article's size. The AI reads all of a channel's articles on every reply, and the knowledge base has a total budget of 25,000. Once you pass 60% of it, a **Context usage** bar appears. If it turns amber or red, shorten or merge articles. ## Set it up with a few questions :::note This wizard is being rolled out gradually. It appears on an empty knowledge base as **Set it up with a few questions**. If you only see **Create your first article**, ask Message24 support to enable it. ::: Instead of starting from a blank page, the wizard asks a few mostly tap-to-answer questions and drafts articles for you. You review every word before anything is saved. 1. On the empty knowledge base, select **Set it up with a few questions**, then **Start**. If you have no products or no connected channel yet, the first screen suggests adding them first. The drafts are better when the wizard can read your catalog and past chats, but you can carry on without them. 2. **Your shop.** Pick **What do you sell?** (this is the only required question). Then fill in **Where are you?** (address and cities you have a branch in), **Do you deliver?** (areas and delivery fee, or **Pickup only**), and **How do customers pay?**. Opening hours aren't asked; they come from your schedule. 3. **Your customers.** Tap the questions customers actually ask you, such as "Is it original?" or "Do you deliver to my city?", and type the answer you normally send. This screen makes the biggest difference. 4. **Your AI.** Give the assistant a name and pick a tone (**Warm**, **Professional** or **Playful**). Paste two or three real replies you have sent customers, exactly as you sent them. Under **Where should it stop?**, tick when it should **Hand over to a real person** (for example order tracking, returns and refunds, complaints) and what **It must never** do (for example offer discounts or promise a delivery date). Under **Already written something?**, paste any policy or pinned message you already use. 5. Select **Write my articles**. This usually takes about half a minute. The wizard shows what it is reading, such as your past conversations and products, and each article appears as it is written. 6. Review the drafts. For each one you can select it to edit the text, **Rewrite** it, **Discard** it or **Accept** it. Use **Article language** to choose English, Arabic or Kurdish for the next rewrite. Select **Accept all** to save every remaining draft. The wizard writes up to four articles: the facts about your shop, how the AI should talk, your house rules (including when to hand over), and the words your customers use. The last one is only written when there are past conversations or answers to learn those words from. If the drafts were written from your answers alone, the review screen says so. Your answers and drafts are kept on the device you used until you accept them, so you can close the wizard and come back with **Back to my drafts**. You can skip the **Your customers** screen with **Skip this screen**, but it is the one worth your time. ## Write articles that produce good answers The AI can only be as accurate as what you give it. A few habits make the biggest difference: - **One topic per article.** "Delivery", "Payment", "Warranty and returns", "How to talk to customers". Articles that mix facts, tone and rules grow long and are harder to keep correct. - **Write the facts plainly, with numbers.** "Delivery inside Erbil is 5,000 IQD. Other cities are 7,000 IQD. Free over 100,000 IQD." The AI quotes a delivery fee from an article and adds it to the order total. - **Keep product prices in the catalog.** Prices of individual products belong in [Products](/owners/catalog/products/), where stock and sales are kept up to date. A price in an article goes stale. Prices that aren't a single product, like a delivery fee or a bundle offer, belong in an article. - **Say when to hand over.** List the situations your team should handle: "Hand over to a person for order tracking, returns, warranty claims and wholesale orders." The AI follows these rules. - **Say what it must never do.** "Never offer discounts." "Never promise a delivery date." Short, direct rules work best. - **Describe how to talk.** Formal or casual, how to greet, how long replies should be, whether to use emoji. If an article sets a tone, it takes priority over the agent personality in AI Settings. - **Explain the words your customers use.** Local or colloquial names for products, sizes and parts, in the languages your customers write in. This helps the AI understand the question and search your catalog for the right thing. - **Explain how to buy on channels without order taking.** If **Take orders** is off for a channel, the AI points customers to the buying steps in your knowledge base, so write them down. - **Paste real replies.** A few messages you have actually sent teach tone better than any description. - **Test after every change.** Ask the question in **Try out your AI** and read the answer. :::caution Articles can change how the AI behaves, but not its safety rules. An article can't make the AI quote a price or fact it can't back up from your catalog or knowledge base, promise something you haven't, or reveal its instructions. Those parts of an article are ignored. :::