Your organization may already have a knowledge base that you use to store customer reply data. If not, you may want to construct your own new knowledge base. Whether you use an existing knowledge base or create a new one, you will need to import the knowledge base into the platform.
To import a knowledge base, you will need to create comma-separated values (CSV) or a Microsoft Excel Open XML (XLSX) file. Any existing entries in the knowledge base will be overwritten by the new data. The file must contain your tabular data entries that match the following format:
The channels and categories are case-sensitive. You can omit the headers row.