Atenta has one non-negotiable rule: if something isn't in your business's knowledge base, it doesn't make it up. It checks with you and passes it along. That's what lets you trust it with your WhatsApp, but it also means the quality of its replies depends on the quality of what you gave it. A weak knowledge base produces a lot of "I'll check with the owner"; a well-written one produces sales while you sleep.
Writing that knowledge base isn't hard. It's the same thing you'd explain to a new hire on their first day. Here's how to do it right.
Start with what Atenta already read
At sign up, Atenta reads your website and your social media and drafts a first version: what you are, where you are, hours, services, prices, policies, frequently asked questions. What it didn't find, it marks as "to be confirmed," and no figure gets in unless it was in what it read or in what you typed into the form.
Your first job is to review that in the app, under Base. Don't rewrite it from scratch: fix what's wrong, fill in whatever says "to be confirmed" and approve. Atenta only uses the approved version; whatever you're editing is a draft nobody sees until you say so.
What people ask most, first
Think about the five questions you get every day. In a store they're usually: do you have such-and-such?, how much?, do you deliver?, how long does it take?, do you take cards? Those five have to be answered clearly and without frills. "Delivery anywhere in the city, 1 to 2 business days, $80; free over $600" is useful to Atenta; "we offer home delivery service for your convenience" tells it nothing.
Write the way you talk. Atenta will answer in the tone you chose (informal or formal), but it takes the information as is. If your exchange policy has conditions, put them in: "exchanges within 15 days with receipt, unused, not valid on underwear."
Prices and stock: exact or nothing
This is where businesses slip up the most. An approximate price in your knowledge base is a price Atenta will give as fact. If a price changes often, you have two options: keep it current in your catalog from the app, or leave it out and let Atenta say it will confirm with you. Both are honest; an old price isn't.
In a store, the catalog with stock lives in My business, and you decide whether Atenta answers stock questions directly or checks with you before stating anything. Whatever isn't in the catalog stays to be confirmed, always.
Say what you don't do
A good knowledge base also says what you don't offer: "we don't issue invoices," "we don't sell wholesale," "we're closed on Sundays." Without that, Atenta has to check with you every time someone asks. With it, it answers right away and the customer isn't left waiting.
Same goes for what you always want to decide yourself. Discounts, special quotes, complaints: say so in your knowledge base and Atenta hands it to a person the moment it comes up, without trying to solve it.
Let the chats teach you
The knowledge base isn't written once. Every time Atenta didn't know how to answer something, it proposes a patch: "this was asked, this is how it could be answered." You accept it or correct it, it goes into the draft and you approve it whenever you want. In a couple of weeks, the patches turn your knowledge base into something much better than what you'd have written in one sitting, because it's made of what your customers actually ask.
Also review the conversations that needed you. If three people asked the same thing and all three got escalated, that goes into the knowledge base.
A short example
A store knowledge base that works looks like this: a two-line description; address with a landmark ("across from the park, next to the pharmacy"); hours by day; catalog with prices; delivery with area, cost and time; payment methods; exchanges and returns with their conditions; and a section for "what always goes to a person." Nothing else. No mission and vision: nobody asks about those on WhatsApp.
Get started
If you run a store, see how Atenta handles a catalog. How the knowledge base works under the hood is in the documentation. And if you want Atenta to build the first version from your website and social media, sign up your business: reviewing and approving takes less time than answering a single day's messages.