> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callkaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Knowledge Base
> FAQs and articles a visitor can read without starting a conversation
Not every question needs a conversation. The knowledge base puts your answers on
the widget's **Home** screen and in its own **Knowledge Base** tab, where a
visitor can search and read them without ever opening a chat.
Chat agents → your agent → the **Knowledge base** tab
It lives **on the chat agent**, not on the account. That is deliberate — two
agents can serve two different products — but it means two things follow from
it: a second widget pointing at the same agent shows the same content, and
**changes go live when you publish the agent**, like anything else on the
version.
***
## Two Kinds Of Entry
A question and a short answer. For things with one right answer, read in
one glance.
A title and a body in Markdown. For anything that needs steps, headings or
a list.
| | FAQ | Article |
| ---------- | ---------------------- | ----------------------- |
| Fields | question, answer | title, body |
| Length | 300 / 4,000 characters | 200 / 20,000 characters |
| Formatting | plain text | **Markdown** |
| How many | 200 | 200 |
An entry with no question (or no title) is **dropped on save** rather than
stored — a blank row renders as nothing useful, and finding a mysteriously empty
entry in the widget later is worse than losing an edit you had not finished.
***
## Writing Articles
Article bodies are Markdown, rendered client-side in both the dashboard preview
and the widget. Headings, lists, bold, links and code all work.
```markdown theme={null}
## Before you start
You will need your **order id** — it is on the confirmation email,
and it looks like `ORD-12345`.
1. Open **Orders** in the app
2. Tap the order, then **Return**
3. Choose a reason and confirm
A courier is booked within one working day. See our
[returns policy](https://you.com/returns) for the full terms.
```
Markdown is rendered, never raw HTML. Nothing authored here can inject a script
into the widget or into your dashboard.
***
## What The Visitor Sees
* **Home** shows a few entries with a *View all*, alongside your greeting and
the two chat actions.
* **Knowledge Base** is the full list, with **search**.
* Opening an entry shows it in full, with **Was this helpful?** at the bottom.
Search runs **in the browser**. The whole knowledge base is fetched once, when
the visitor actually opens that tab, and never again — so several hundred
entries cost nothing to a visitor who only wanted to chat.
***
## How It Relates To The Flow
They are separate. The knowledge base is **not** searched by your flow, and an
[AI card](/widget/chat/ai-card) does **not** read from it — an AI card knows what
its instructions and its functions tell it.
If you want the assistant to answer from this content, put the content in the
card's instructions, or write a function that looks it up in your own system.
The two work well together in one place: link an article from a flow message.
A `[text](url)` link in any card's message is live in the widget — see
[rich text](/widget/chat/appearance#rich-text-in-messages-and-buttons).
***
## Worth Knowing
* It is readable **without an active Widgets subscription** — reading is always
allowed; only starting or continuing a conversation is gated. See
[Troubleshooting](/widget/chat/troubleshooting).
* Responses to *Was this helpful?* are recorded against the entry.
* There is no folder or category structure, and no per-entry ordering beyond the
order you put them in.
***
## Next Steps
Branding, greeting, rich text
Agent, flow, publish, widget