Knowledge bases

Objective. Upload approved documents and route customer questions to a source-grounded answer or a deliberate fallback.

Prerequisites

An owner or editor role for a bot with the Knowledge Base plugin installed.
A readable PDF, DOCX, or TXT document no larger than 20 MB.
Source capacity in the workspace plan. Knowledge-source limits apply across all bots in the workspace.

Upload approved source material

1Open the bot settings, choose Knowledge Base, turn on Enabled, then select Upload document.
2Choose a PDF, DOCX, or TXT file. Fluenta extracts and cleans its text, splits it into chunks, and embeds the chunks in the background. Wait for the source status to become Ready before relying on it.
3Keep the workspace-wide source cap in view: Free includes 2 sources, Starter includes 10, and Pro includes 50. Disabling a source does not free a slot; delete an obsolete source when you need capacity.

Place the Knowledge node and route both outcomes

1Add a Knowledge node to the relevant path in the flow builder. Its optional Answer prefix changes how a successful reply begins, and its optional Not found message changes the fallback text.
2Wire the Answered handle to the next automated step. Wire Not found to a useful fallback, such as a clarification question or a Human handoff.
3Keep source documents current and enabled. Runtime retrieval searches only ready, enabled chunks for this bot.

Understand answers, fallbacks, and credit usage

Fluenta retrieves the matching chunks of your documents and generates an answer using only that context, so the bot cannot invent details that are not in your sources. The customer receives the answer text on the Answered route. Fluenta does not attach source references to the WhatsApp reply, and the grounding detail is not surfaced in the dashboard either.

When retrieval finds no matching chunk, or generation decides your documents do not cover the question, the node follows Not found. Route that path to a human handoff or a fallback message so the customer is never left without a reply.

Each generation attempt uses 2,000 micro-credits (0.002 credits). A question that matches nothing never reaches generation, so it costs nothing; an attempt that concludes Not found is still metered.

Expected result. A relevant customer question reaches the Answered path from a ready source, while an unsupported question follows the intentional Not found fallback.

Troubleshooting

A document is not answering questions: Confirm that the source status is Ready, its switch is enabled, the Knowledge Base is enabled, and the published path reaches the Knowledge node. Then ask a question that the document actually covers.
Answers are too generic: Rewrite the source with direct, specific sections for the questions customers ask. Then review Chunks per answer, Minimum match score, and the optional answer tone; tone changes phrasing, not the source facts.
The source limit is reached: The count is workspace-wide. Delete an obsolete source rather than only disabling it, or move to a plan whose maxKnowledgeSources value provides enough room.