The knowledge base is a collection of articles your team writes about your product, policies, and common support topics. When Theo generates a reply, it searches your articles using semantic vector search to find the most relevant content and incorporate it into its response.
The more complete and accurate your articles are, the better Theo’s replies will be.
Plan limits
| Plan | Article limit |
|---|
| Free | 5 articles |
| Mini | 25 articles |
| Pro | 1,000 articles |
Create an article
Send a POST request to /api/v1/kb/articles with the article details.
Request body
| Field | Type | Required | Description |
|---|
title | string | Yes | A clear, descriptive title for the article. |
content | string | Yes | The full answer or explanation. |
tags | array of strings | No | Labels to categorize the article by topic. |
curl -X POST https://api.pingback.live/api/v1/kb/articles \
-H "Authorization: Bearer YOUR_TOKEN" \
-H "Content-Type: application/json" \
-d '{
"title": "How to reset your password",
"content": "To reset your password, go to the login page and click Forgot password. Enter the email address on your account and we will send you a reset link. The link expires after 24 hours. If you do not receive the email within a few minutes, check your spam folder or contact support.",
"tags": ["account", "password", "login"]
}'
List articles
Retrieve all articles for your workspace:
GET https://api.pingback.live/api/v1/kb/articles
Authorization: Bearer YOUR_TOKEN
Delete an article
Remove an article by its ID:
DELETE https://api.pingback.live/api/v1/kb/articles/{article_id}
Authorization: Bearer YOUR_TOKEN
{"message": "Article deleted"}.
Best practices for writing articles
Well-written articles directly improve Theo’s reply quality. Keep the following in mind when building your knowledge base:
- Use clear, specific titles. A title like “How to cancel a subscription” helps Theo match articles to the right questions. Vague titles like “Billing” are harder to match precisely.
- Write complete answers, not bullet fragments. Theo works best when your content reads as a full explanation. Include the steps, the context, and any common edge cases in the article body.
- Use tags to categorize by topic. Tags like
"billing", "account", and "shipping" make it easier to manage articles as your knowledge base grows.
- Keep each article focused on a single topic. One article per question or task makes retrieval more accurate than combining multiple topics in one place.
The more detailed your articles, the better Theo’s replies will be. A one-sentence article is rarely enough — aim for a thorough answer that a customer could act on without further questions.