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Knowledge Sources

Wallu needs knowledge to answer questions effectively. You can provide this knowledge through two main types: FAQs for specific Q&A pairs and Documents for comprehensive information.

FAQs vs Documents​

FeatureFAQsDocuments
Best forSpecific questions with exact (formatted) answers.Comprehensive information, policies, guides
SetupAdd Q&A pairs individuallyUpload/import content
AccuracyHighest - exact answersHigh - contextual answers
MaintenanceEasy to update individual answersUpdate entire documents
Use case"How do I reset my password?"User manuals, terms of service, product docs

Compare in detail →

📝 FAQs (Frequently Asked Questions)​

The quickest way to get Wallu answering questions. Perfect for common questions with specific answers.

Quick Setup​

  1. Go to Wallu's admin panel
  2. Click "Add FAQ"
  3. Enter your question and answer
  4. Save and test!

Best Practices​

  • Write questions as users would ask them: "How do I reset password?" not "Password reset procedure"
  • Keep answers concise but complete: 1-3 sentences usually work best
  • Use examples: Instead of "Follow the standard process" explain the actual steps
  • Test variations: Add multiple phrasings of the same question

Advanced Features​

  • Mass editing: Bulk import/export FAQs via CSV
  • Advanced FAQ AI: More sophisticated matching (paid feature)
  • Confidence levels: Set how confident Wallu should be before using each FAQ

Complete FAQ guide →

📄 Documents​

Provide comprehensive knowledge through various document types. Wallu extracts relevant information to answer questions.

Document Types​

🌐 Web Documents​

Import content directly from websites - perfect for documentation sites, help centers, or knowledge bases.

Quick setup:

  1. Go to Documents → "Add new document" → "Add a website"
  2. Enter your documentation URL
  3. Optionally enable "follow links on first page" to import linked pages
  4. Configure which channels can use this document
  5. Save and Wallu processes the content automatically

Best for: Help centers, documentation sites, product pages

Tips & Best Practices:

  • Only import websites you have rights to use
  • Import schedule: Free plans (every 14 days), paid plans (every 3 days)
  • Use the description field to clarify confusing content
  • Can follow links automatically for comprehensive coverage

📝 Text Documents​

Upload or paste plain text content directly into Wallu.

Quick setup:

  1. Go to Documents → "Add new document" → "Add text document"
  2. Paste your content into the text field
  3. Add a descriptive title and optional description
  4. Configure channel access
  5. Save immediately - no processing delay

Best for: Policies, procedures, custom guides, terms of service

Tips & Best Practices:

  • Use full sentences and paragraphs for best results
  • Avoid tables, short lists, and excessive line breaks
  • Link to external sources for frequently changing information (prices, dates)
  • Use description field to provide context or additional links

💬 Discord Documents​

Import existing Discord conversations to teach Wallu from real support interactions.

Quick setup:

  1. Go to Documents → "Add new document" → "Add Discord channel"
  2. Select the channel or category to import
  3. Choose time range (e.g., "last 30 days") to avoid outdated content
  4. Optionally specify user IDs to import only trusted responses
  5. Enable "import question-answer pairs" for better context

Best for: Learning from existing support conversations, training on real user questions

Tips & Best Practices:

  • Import schedule: Free plans (every 7 days), paid plans (every 24 hours)
  • Use user ID filtering to avoid importing trolls or incorrect answers
  • Import recent messages only to prevent outdated information
  • Review imported content periodically to ensure quality

Getting Started Checklist​

For New Users​

  1. ✅ Start with 3-5 FAQs for your most common questions
  2. ✅ Add one document (your help page or main documentation)
  3. ✅ Test with real questions in your Discord server
  4. ✅ Refine based on results - add more FAQs for missed questions

For Advanced Users​

  1. ✅ Import comprehensive documentation via web documents
  2. ✅ Set up category-specific knowledge using custom instructions and per channel documents/FAQs
  3. ✅ Use Discord documents to learn from existing support patterns
  4. ✅ See settings page to configure and improve the bot's performance
  5. ✅ Regular maintenance - update documents as your product evolves

Knowledge Quality Tips​

✅ Do​

  • Keep content current - outdated information confuses users
  • Use clear, simple language - avoid jargon when possible
  • Provide complete answers - don't leave users hanging
  • Test regularly - ask questions and see if Wallu finds the right information
  • Use specific examples - concrete examples work better than abstract descriptions

❌ Avoid​

  • Contradictory information across different sources
  • Overly technical language without explanation
  • Incomplete procedures - include all necessary steps
  • Outdated content - remove or update old information
  • Too much irrelevant content - focus on what users actually need

Troubleshooting Knowledge Issues​

Wallu isn't finding information?

  • Check if your content covers the question being asked
  • Ensure FAQs use natural language (how users actually ask)
  • Verify documents are properly processed (no errors in admin panel)

Wallu giving wrong answers?

  • Remove or update contradictory information
  • Make sure your most important content is in FAQs (highest priority)
  • Use more specific FAQs for edge cases

Answers are too vague?

  • Add more detailed FAQs for specific questions
  • Include examples and step-by-step instructions
  • Consider breaking complex topics into multiple focused FAQs

Complete troubleshooting guide →

Advanced Features​

Need Help?​