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4. Suggesting knowledge straight from a conversation

 Suggesting knowledge straight from a conversation
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Updated 1 month ago · 2 min read

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When you are reading conversation history and find a question the chatbot should have answered, you can jump straight from the message to a new Additional knowledge entry.

![A conversation with a blocked response, where the Update knowledge base action opens the additional knowledge form and the saved entry appears as pending](https://assist.knowledge.civ.io/storage/csR3ZQ9IrCakKtTlnFMVdSUQUtnYVVmyYiwfYtR5.gif)

When the action appears
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The **Update knowledge base** action shows on messages that were stopped by a **bot scope** guardrail: questions that fell outside the topics the chatbot is set up to answer.

It does not appear on:

- Messages stopped by a **platform safety** guardrail. Those are blocked by the AI platform's own filters and no amount of added knowledge will change them.
- Ordinary messages that the chatbot answered normally.
- Messages that failed with a technical error.

See [Safety guardrails](/articles/safety-guardrails) for the difference between the two guardrail types.

Using it
--------

1. Open the conversation from **Conversation history**.
2. Find the message marked with a guardrail.
3. Select **Update knowledge base** on that message. The Additional knowledge form opens.
4. Write the question users ask and the answer the chatbot should have given.
5. Save the entry.

![A guardrailed message in a conversation thread with the Update knowledge base action visible on it](https://assist.knowledge.civ.io/storage/2RRJh2ZpY82XOmpKoD7JhsREZVR6Djpaks4twwit.png)

What happens next
-----------------

When you save, Civio Assist automatically checks the entry against the topics your chatbot is set up to cover. An entry that passes goes live straight away and is used on similar questions from then on. An entry that does not pass is held for a Civio admin to review, and is not used in replies until it is approved. See [Creating an additional knowledge entry](/articles/manual-context) for the full process and tips on writing a good entry.

Before you write the answer, check the question is one your chatbot *should* handle. Guardrails often fire correctly, and adding knowledge for a genuinely off-topic question will require a review from the Civio admin team.

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