Knowledge base search

Knowledge base search is an AI tool built into Planfix that automatically finds answers to customer requests using the company's internal documents: pricing, regulations, catalogs, and instructions.

Features

Fast information search — AI analyzes the customer's request and independently finds the required data in the uploaded documents.
Suggestion generation — the system creates a ready-to-use reply for the manager in seconds.
Multiple knowledge bases — you can upload different knowledge bases for different business areas and choose the needed one when searching.
Edit before sending — the AI suggestion can be edited before sending to the customer.

How it works

A customer contacts you with a question.
Your employee, for example, a first-line support agent, clicks "Knowledge base search" in a comment.
Planfix AI analyzes the customer's request, finds relevant information in the uploaded documents, and proposes a ready reply.
The employee can edit the suggested text and send it to the customer on their behalf.

How AI finds an answer

Search the knowledge base does not look for keyword matches and does not insert ready phrases from files into the reply. It works differently:

Identifies the question. AI reads the client's latest messages in the task and formulates what exactly the client wants to know.
Searches by meaning. AI compares that question with the content of the uploaded documents and selects the most semantically relevant fragments. Literal word matches are not required.
Composes the answer. Based on the found fragments, AI writes the reply in its own words.

The quality of the suggestion depends on two conditions:

the client's messages contain a clear question or request;
the necessary information is presented clearly and with context in the document.

If one of the conditions is not met, AI may reply incompletely or indicate that nothing was found.

How search the knowledge base differs from quick replies

	Quick replies	Search the knowledge base
What it is	Pre-prepared text templates	An answer the AI composes from your documents
Who chooses the text	The employee selects the needed template	AI selects information according to the client's question
Response wording	Always the same, verbatim	Rephrased each time to fit the question
When to use	When you need to send an exact, agreed formulation	When you need to quickly find an answer in a large amount of information

If you need to send the same prepared phrases to clients, use quick replies. Search the knowledge base does not replace them; it complements them.

Set up

Go to "Account management" and open the Planfix AI settings.
Go to the "Knowledge base search" section.
Upload documents with information (instructions, catalogs, regulations). The following file formats are supported: txt, pdf, docx.
Configure access to the knowledge base for the required teams and employees.
After setting up the "Knowledge base", it will appear in the Planfix AI menu in the comment field.

How to prepare documents for the knowledge base

AI understands a document the same way a new employee reading it for the first time would. If a fragment is unclear to a person without extra explanations, AI will not be able to use it correctly either.

Write full sentences with context :Short notes, exclamations and abbreviations that are only clear to your team are hard for AI to find and interpret. Indicate which product or service is meant, under what conditions it applies, and what needs to be done.

Poor:

Delivery! Free from 5000.

Good:

City delivery is free for orders from 5000. If the order amount is lower, delivery costs 300. Orders are delivered within 1–2 business days.

Each fragment must be understandable on its own

AI may take a single paragraph from a document without neighboring text. So avoid writing "see above", "the same" or "for it" — better repeat the product, service or condition name.

Divide the document into sections

Use topic headings: separate product, service, tariff or regulation section. One topic — one section. Do not mix information about different products or services in one paragraph.

Use a "question — answer" format

This format is especially suitable for a knowledge base. Record questions as clients usually ask them and immediately provide a complete answer.

Can I return a product if the packaging is opened?
Yes, a product can be returned within 14 days even if the packaging is opened, provided the product appearance and receipt are preserved. To return, contact us via chat or email.

List synonyms and colloquial names

If clients call a product or service by different names, mention these variants in the text. For example: "Installation (setup, connection) of an air conditioner…".

Separate different directions into separate bases

If the company has several lines, for example retail and service, upload a separate knowledge base for each. This reduces AI confusion between similar information.

Keep content up to date

Remove outdated document versions from the base. If old and new tariffs are both present, AI may use outdated data.

When AI helps best

Search the knowledge base is designed for situations where a client asks a question or formulates a request. A single word or phrase without context does not give AI enough to understand what to look for.

Client message	Result
"Delivery"	AI cannot determine what the client is interested in: cost, timing, or delivery zone. The reply may be incomplete or nothing may be found.
"How much does delivery to this city cost and when will you deliver?"	AI understands the question and finds the relevant conditions in the document.
"Return"	It is unclear whether the client wants to return the product, learn the refund timing, or the exchange conditions. A suitable answer may not be found.
"Can I return a product if I've already opened the packaging?"	AI understands the question and finds the return conditions in the document.

Why AI may not find an answer or may reply incompletely

The client's message doesn't contain a clear question. If the client wrote a single word, a greeting, or a message without a clear request, AI cannot determine what to search for. Try searching after the client formulates the question.
The needed information is not explicitly present in the documents. AI does not make up what is not in the knowledge base. Check that the answer is actually written in the uploaded documents.
Information is recorded too briefly or without context. Notes like "Attention! 5 mm" are hard for AI to connect to a client's question. Rewrite the fragment following the recommendations in How to prepare documents for the knowledge base.
The answer contains only part of the information from the document. AI uses fragments that best match the question, not the entire document. If important details are missing from the reply, keep related information together in one section of the document.
The dialogue is long and covers many topics. In multi-step correspondence AI has more difficulty determining the current question. Use search immediately after the client asks a specific question.

Use cases

Large product catalogs — quick selection of relevant items considering their attributes.
Work with pricing and terms — search for current data on service packages, limits, and options.
Consultations on regulations — answers to common customer questions about procedures and rules.
Support for new employees — helps onboarding and reduces errors.

Important

The feature is intended for handling initial customer requests. During long multi-step dialogues, the relevance of suggestions may decrease. In such cases, it's better to use the AI selectively.