How to Add Q&A for a Chatbot: Binom Knowledge Cards
Questions and answers for the Binom chatbot are set up as knowledge cards: each card is a question or fact along with its exact answer. A card is a priority source: if documents contradict each other, Binom will answer according to the card, so the customer gets up-to-date information. Cards are created in the "Cards" section of your account.
Why use cards when you already have documents
Documents become outdated over time, and rewriting them is not always practical. For example, older documents list the director as John, last year's documents list Stefan, and the director is now Lida. You do not need to delete or edit all the files: create a card "Who is the director?" with the answer "Lida". Binom will treat the card as a priority source and will answer "Lida".
Cards are suitable for frequent customer questions, current prices and terms, rules for handling objections, and any facts where an error is unacceptable.
Where cards come from: Binom creates them itself
Most often, Binom creates a card itself: if, during a conversation with a customer, it cannot find an answer in the knowledge base, it records the question in a new card with the status "Awaiting answer". Such cards are collected in the "Needs attention" selection in Cards. Open the card, enter the answer, and click "Save": next time, Binom will answer the customer on its own. To learn more about how Binom learns from real questions, see: how the AI employee records new, previously unknown questions.
How to add a knowledge card
- Open Cards in the left menu of your account.
- Click "Add card". The "Add new card" window will open.
- Fill in the three required fields:
- "Category": a topic for grouping, for example "Delivery" or "About the company";
- "Question or knowledge": the customer's question or a fact, for example "Who is the director?";
- "Answer": the exact answer Binom should give, for example "Lida".
- If needed, attach a file using the "Attach file" icon, or record the answer by voice using the microphone icon: the recording will be transcribed into the answer text.
- Click "Save". The card will appear in the list with the status "Sent for training", and after training, "Learned".
What an attached file is for
An attached file does not take part in training Binom. It is material for the customer: when a question relates to this card, Binom will offer the file for download, for example a contract, a route map, or instructions. PDF, DOC, DOCX, TXT, and JPG, PNG, and GIF images up to 30 MB are supported. For Binom to learn from the content of a file, upload it to the knowledge base via "Documents".
How to share a card with other Binoms
If your account has several Binoms, for example a salesperson, an HR manager, and a lawyer, an answer you gave to one of them may be useful to the others. Instead of copying the card manually, share it with the selected Binoms on your team. The person responsible for each of them switches to their Binom, opens "Cards", and accepts the card, much like accepting an invitation to a shared document. After that, all the selected Binoms know the same answer.
This way you avoid duplicating information and limit access at the same time: only the Binoms you choose will receive the card, while confidential knowledge, such as legal information, stays with a single Binom. Step by step: how to pass knowledge cards to another Binom.
How to edit or delete a card
- In Cards, find the card using "Search by question or answer" or the category filter.
- Click the card. The "Edit card" window will open.
- Change the fields and click "Save", or delete the card with the "Delete card" button.
To delete several cards, select them with the checkboxes and click "Delete selected". A card you have shared with another Binom cannot be deleted while access remains open.
What the statuses and collections mean
| In the interface | What it means |
|---|---|
| "Awaiting answer", "In progress" | Binom could not find an answer in the conversation with the client and created a card with the question. Such cards are collected in the "Needs attention" collection: open them and enter an answer |
| "Answer available", "Sent for training" | The answer is saved, and Binom is studying it |
| "Learned" | Binom uses the card in its answers |
| "Training error" | The card could not be learned: edit it and save it again |
| "Available to me" | Cards that another Binom has shared with your Binom; they are read-only |
Above the list you can see general statistics: "Cards", "Average card rating", "Needs attention", "Learned". Cards can be sorted by "Newest first", "Recently updated", "Lowest rated first" and others.
How to check that a card works
Wait for the "Learned" status and ask the question in a new conversation. If the answer is still the old one, see why the bot answers with outdated data.
Possible problems
Binom finds a contradiction between a card and a document
If Binom notices in a conversation with a client that a card and a document say different things, it will suggest that you resolve the conflict: how to remove contradictions in the knowledge base.
There are no buttons, or "You do not have permission to manage this section." appears
What it means: only users with the Owner, Admin or Editor access level for the selected Binom can add, change and delete knowledge. Operators and Viewers see the section without editing buttons.
What to do: ask the account owner to give you the Editor level or higher. More details: access levels in a team.
How to tell it is solved: after refreshing the page, the add buttons become active.
If the problem is not solved, write to support@binomai.com or send "I want to talk to a person" in the chat of Binom Tutor. Specify the Binom name, the file or card name, and attach a screenshot of the message.
Other frequently asked questions
How do I add many questions and answers at once?
Upload them as a table using the "Import CSV" button in Cards: how to upload an FAQ to a chatbot from CSV.
What matters more to Binom: the card or the document?
Card. The order in which Binom looks for information: the sequence in which the AI employee searches for information.
Can cards be transferred to another Binom?
Yes, to the selected Binoms of your team; each of them must accept the card: how to transfer knowledge cards through Cards.
