Knowly Help & FAQ
A guide to using knowly.biz — how to create knowledge bases, add your content, put an AI chat assistant on your website, and manage conversations, leads, your plan, and your account.
About Knowly
What is Knowly?
Knowly lets you turn your own documents into an AI chat assistant. You upload your content into a "knowledge base," Knowly processes it, and you get a chat widget you can add to your website. Your visitors can then ask questions and get answers based on your content.
Is my content private? Does Knowly send my documents to ChatGPT or Claude?
No. Your documents are processed by a private AI and are used only to answer questions for your own knowledge base. Your content is not shared with public AI services like ChatGPT or Claude.
What can I use Knowly for?
Common uses include customer support, product FAQs, help centers, internal documentation, and turning a set of documents or a website into an assistant that answers questions in plain language.
Accounts & sign-in
How do I create an account?
Go to the Sign up page and register with your email and a password, or sign up with your Google or Microsoft account. You'll need to accept the Privacy Policy to create an account.
Do I have to verify my email?
If you sign up with email and password, you'll receive a verification link. Click it before signing in. If you sign up with Google or Microsoft, your email is already verified.
I signed up with Google/Microsoft. Can I also set a password?
Yes. Open your profile and set a password there; afterward you can sign in either way.
How do I sign in?
Use the Log in page with your email and password, or the Google/Microsoft button you used to sign up.
Your profile
How do I edit my profile?
Click your name in the top-right corner to open your profile. You can update your first and last name, phone number, address, and timezone.
Can I change my email address?
No. Your email is shown on the profile page but can't be changed there.
How do I change my password?
On your profile page, use the Password section. If your account already has a password, you'll enter your current one and then the new one.
What does the timezone setting do?
It controls how dates and times are displayed to you across the site — for example, when conversations started. Set it to your local timezone and use the "Detect" button to fill it in automatically.
Dashboard
What's on the dashboard?
A quick overview of your account: how many knowledge bases and conversations you have, how much storage you're using, and which plan you're on.
Knowledge bases
What is a knowledge base?
A knowledge base is a collection of your documents (and optionally imported web pages) that your chat assistant answers from. You can have one or more, depending on your plan.
How do I create a knowledge base?
Go to Knowledge Bases and create a new one, then give it a name.
What file types can I upload?
Common document types are supported, including PDF, Word (.docx), plain text and Markdown (.txt, .md), web pages (.html), spreadsheets (.csv, .xlsx), presentations (.pptx), e-books (.epub), email files (.eml, .mbox), and common source-code files. You can upload several files at once.
Is there a limit on file size or number of documents?
Yes. There's a maximum size per file, and your plan sets your total storage and how many documents each knowledge base can hold. If a file is too large or you reach a limit, you'll see a message explaining it.
Does Knowly read images inside my documents?
Knowly reads the text contained in your documents. Text that exists only inside a picture or a scanned image may not be readable.
After I upload documents, are they ready right away?
Not quite. After uploading or changing documents, click Process documents to make them searchable. The knowledge base shows its status as *Needs processing*, then *Processing…*, then *Ready*. You can embed the widget once it's *Ready*.
I changed or deleted some documents. Do I need to process again?
Yes. Any time you add, replace, or delete documents, the knowledge base goes back to *Needs processing* — click Process documents again to update it.
Can I import a website instead of uploading a file? (Premier & Advance)
Yes, on the Premier and Advance plans. On the knowledge base page, use **Add website**, paste a page's URL, and Knowly imports that page's text as a document. You can then process it like any other document.
How do I refresh an imported web page if it changed?
Imported pages have a Re-fetch button in the document list. Click it to pull the latest content, then process the knowledge base again.
What happens if I delete a knowledge base?
Deleting a knowledge base also removes its documents and its conversations.
The chat widget on your website
How do I add the chat assistant to my website?
Once your knowledge base is *Ready*, open the Embed widget section, choose a style, copy the snippet, and paste it into your website.
What widget styles are available?
Four options:
- Floating button — a chat button that pops up in the corner of your page.
- Inline chat — a chat box that sits directly inside a section of your page.
- Contact form only — just a contact form (no chat), useful as a contact
page.
- Mobile app — a ready-made page you can load inside an iOS or Android app.
Can I use the widget inside my mobile app?
Yes. Choose the Mobile app option in the Embed widget section to get a page designed to display inside your app. (If you have a developer, they can also build a fully custom chat screen — ask them to contact Knowly support for details.)
Setting up the widget in a mobile app (for your developer)
The Mobile app option gives you a complete, full-screen page that runs inside a mobile in-app browser view (a "WebView"), so you reuse the whole chat experience — chat, contact form, and human takeover — without building a native chat screen.
Copy that page and either bundle it as a file inside the app or host it, then load it in a WebView:
- iOS (WKWebView): JavaScript runs by default — just point the web view at
the bundled or hosted page. All connections use HTTPS, which meets Apple's security requirements.
- Android (WebView): enable JavaScript in the WebView
(webView.settings.javaScriptEnabled = true) and make sure the app has internet access. HTTPS satisfies Android's secure-connection requirement.
The page is built to fill the whole view. If you'd rather build a fully native chat screen instead of using a WebView, that's also possible — contact Knowly support for the details.
Can I change how the widget looks?
Yes, on every plan. On the knowledge base page you can set the **conversation title, upload a custom icon, and choose an accent color** for the widget. Free-plan widgets show a small "Powered by Knowly" badge; paid plans remove it.
Can the assistant show which document an answer came from?
Yes. There's a "Show sources with answers" option on the knowledge base page. Turn it on to display the source documents beneath answers.
Can visitors leave their contact details?
Yes. The widget can include a "leave your info" contact form. You can turn this on or off per knowledge base. Submissions appear in your Leads and are emailed to you.
What is the visitor experience like?
Visitors type a question and get an answer based on your content. Greetings and small talk get a friendly reply, and follow-up questions (like "tell me more") are understood in the context of the conversation.
Conversations
Where do I see conversations with visitors?
Open Conversations to see all of them, or view the conversations for a single knowledge base from that knowledge base's page.
What information is shown for each conversation?
When it started (in your timezone), the visitor's IP address, their approximate location (when available), browser, whether it's handled by the AI or by you, its status, and the number of messages.
What does "Active" vs "Inactive" mean?
"Active" means the visitor is currently in the conversation. "Inactive" means they've left or it's gone quiet.
Can I answer a visitor myself instead of the AI?
Yes. Open a live (active) conversation and choose Take over to reply personally. When you're done, choose Hand back to AI to let the assistant resume.
Can I delete conversations?
Yes, once a conversation is inactive you can delete it along with its messages.
Can old conversations be removed automatically?
Yes. On each knowledge base you can set:
- Auto-delete empty conversations after a number of days.
- Auto-delete non-empty conversations after a number of days.
Set a value to 0 to keep them forever.
Leads (contact submissions)
Where do the widget's contact submissions go?
They appear in the Leads section of the knowledge base, and a copy is emailed to your account email address when someone submits the form.
What details are captured?
The name, email, phone, and message the visitor entered, along with when it was submitted, the IP address, and approximate location (when available).
Can I export my leads?
Yes. Use Export CSV to download them as a spreadsheet file.
Can I delete a lead?
Yes, each lead has a Delete action.
Can leads be deleted automatically after a while?
Yes — you can set "Auto-delete leads after N days" (0 means never). Note that deleted leads can't be recovered, so export a copy first if you want to keep them.
Plans & billing
What plans are available?
Free, Premier, and Advance. Paid plans offer more knowledge bases, more storage, more documents per knowledge base, custom widget branding, and the ability to import content from a website URL.
How do I see what each plan includes and the current prices?
Check the Pricing page (or the Plan page when signed in). Prices are shown per month, with annual billing available at a discount (roughly two months free compared to paying monthly).
How do I upgrade or change my plan?
Go to the Plan page and choose a plan. You'll be taken through secure checkout to start or change your subscription.
How do I update my card or cancel?
On the Plan page, use Manage billing to update your payment method, switch between monthly and yearly, or cancel.
What payment methods are accepted?
Payments are handled through a secure checkout that accepts major credit and debit cards.
What happens if I cancel or my subscription ends?
Your account returns to the Free plan.
Support
How do I get help?
When signed in, use the Support page — it's pre-filled with your details. Enter a subject and message and send it; replies go to your account email. There's also a Contact form on the public site if you're not signed in.
Privacy & safety
Is my data kept private?
Yes. Your documents power only your own knowledge base's answers and aren't shared with public AI services.
How is spam handled on the widget's contact form?
The contact and lead forms have automatic spam protection built in, so you don't need to configure anything.
Where is the visitor "location" information from?
When available, approximate location is derived from the visitor's IP address. It's an estimate (city/country level) and may not be exact, especially for visitors using VPNs or mobile networks.