LiveChat-Pro/knowledge-base.json.example at main · wilkinbarban/LiveChat-Pro · GitHub

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{
  "version": "1.0",
  "language": "en",
  "description": "Example knowledge base for LiveChat Pro. Copy this file to data/knowledge-base.json or let setup.js create it when you select BOT_MODE=knowledge-base.",
  "usage": {
    "botMode": "Set BOT_MODE=knowledge-base in .env to answer visitors from this file before escalating to an admin.",
    "matching": "Each entry should include clear keywords that visitors are likely to type. Short, specific keywords usually work better than long sentences.",
    "fallback": "The fallback message is used when the bot cannot find a confident answer.",
    "customization": "Replace the example answers with your real business, product, support, shipping, billing, and contact information."
  },
  "entryFields": {
    "id": "Stable unique identifier. Use lowercase words separated by hyphens.",
    "keywords": "Words or short phrases used to match a visitor message.",
    "question": "Canonical question this entry answers.",
    "answer": "Short answer sent to the visitor when this entry matches.",
    "category": "Optional grouping such as support, billing, shipping, account, or sales.",
    "source": "Optional note about where the answer came from.",
    "confidence": "Optional confidence hint between 0 and 1."
  },
  "fallback": "Sorry, I do not have a confident answer for that yet. A human agent will contact you shortly.",
  "entries": [
    {
      "id": "business-hours",
      "keywords": [
        "hours",
        "open",
        "opening",
        "schedule",
        "when"
      ],
      "question": "What are your business hours?",
      "answer": "We are available Monday to Friday from 9:00 to 18:00.",
      "category": "support",
      "source": "Example business policy",
      "confidence": 0.9
    },
    {
      "id": "pricing",
      "keywords": [
        "price",
        "cost",
        "pricing",
        "plan",
        "subscription"
      ],
      "question": "How much does the service cost?",
      "answer": "Plans start at $9/month. Check the pricing page for the full comparison.",
      "category": "billing",
      "source": "Example pricing page",
      "confidence": 0.85
    },
    {
      "id": "contact",
      "keywords": [
        "contact",
        "email",
        "phone",
        "call",
        "reach"
      ],
      "question": "How can I contact you?",
      "answer": "You can contact us through this chat or by email at support@example.com.",
      "category": "support",
      "source": "Example contact policy",
      "confidence": 0.85
    },
    {
      "id": "shipping",
      "keywords": [
        "shipping",
        "delivery",
        "ship",
        "send",
        "tracking"
      ],
      "question": "Do you offer shipping?",
      "answer": "Yes. Shipping options and delivery times depend on your location and are confirmed at checkout.",
      "category": "shipping",
      "source": "Example shipping policy",
      "confidence": 0.8
    },
    {
      "id": "support",
      "keywords": [
        "support",
        "help",
        "issue",
        "problem",
        "error"
      ],
      "question": "How can I get support?",
      "answer": "Tell us what happened and include screenshots if possible. A support agent will help you shortly.",
      "category": "support",
      "source": "Example support workflow",
      "confidence": 0.85
    },
    {
      "id": "returns",
      "keywords": [
        "return",
        "refund",
        "exchange",
        "policy",
        "cancel"
      ],
      "question": "What is your return policy?",
      "answer": "Returns are accepted within 14 days when the product is unused and in its original condition.",
      "category": "sales",
      "source": "Example return policy",
      "confidence": 0.82
    },
    {
      "id": "languages",
      "keywords": [
        "language",
        "english",
        "spanish",
        "portuguese",
        "idioma"
      ],
      "question": "Which languages do you support?",
      "answer": "We can help in English, Spanish and Portuguese.",
      "category": "support",
      "source": "Example language coverage",
      "confidence": 0.8
    },
    {
      "id": "account",
      "keywords": [
        "account",
        "login",
        "password",
        "register",
        "profile"
      ],
      "question": "How do I manage my account?",
      "answer": "Use the account area to update your profile, reset your password, or manage your subscription.",
      "category": "account",
      "source": "Example account help",
      "confidence": 0.78
    },
    {
      "id": "payment-methods",
      "keywords": [
        "payment",
        "card",
        "paypal",
        "bank",
        "methods"
      ],
      "question": "Which payment methods are accepted?",
      "answer": "We accept major credit/debit cards and PayPal. Bank transfer may be available for annual plans.",
      "category": "billing",
      "source": "Example billing policy",
      "confidence": 0.82
    },
    {
      "id": "response-time",
      "keywords": [
        "response",
        "reply",
        "wait",
        "time",
        "soon"
      ],
      "question": "How long does it take to get a reply?",
      "answer": "The bot replies instantly when it knows the answer. Human agents usually respond during business hours.",
      "category": "support",
      "source": "Example SLA",
      "confidence": 0.84
    }
  ]
}