To optimize the Knowledge Base and improve Capitão's RAG search on Papo, organize documents by topic, keep only up-to-date content, and avoid duplicates. A clean, well-structured base allows the assistant to retrieve more relevant excerpts and generate more accurate automated responses on WhatsApp and other channels.
The quality of Capitão's answers depends directly on how you organize the content you provide. When a customer asks something, RAG (Retrieval-Augmented Generation) technology searches your documents and FAQs for the most suitable excerpts to build a response. If the base is disorganized, with conflicting or outdated information, the AI may retrieve wrong data and compromise service.
| Practice | Why it matters | Impact on RAG search |
|---|---|---|
| Separate bases by topic | Prevents the AI from mixing different subjects | Retrieval focuses only on documents relevant to the question |
| Remove old documents | Prevents obsolete policies or manuals from being consulted | The AI always uses the most recent version of the information |
| Avoid duplicates | Reduces noise and contradictions between files | The system finds the right excerpt faster, without conflicting versions |
| Keep FAQs concise and direct | Short questions and answers are easier to match with the query | Semantic matching is more precise, generating more assertive answers |
| Review periodically | Ensures all content reflects the current reality of the business | The AI does not get “stuck” on information that is no longer valid |
Why base organization affects Capitão's answers
Capitão does not “learn” in a generic way: it consults what is in your Knowledge Base. If you throw all files into a single base without criteria, RAG search may retrieve excerpts from a product manual when the question was about exchange policy, generating a confusing answer.
When you segment content into thematic bases — for example, “Products,” “Finance,” and “Technical Support” — the assistant can restrict the search to the right context. This is especially useful in operations with many products or services, where the same word can appear in different contexts.
In addition to documents, Capitão also uses registered FAQs. Keeping questions and answers short, without unnecessary jargon, helps the model quickly identify the match with the customer's doubt. Very long or generic FAQs can dilute retrieval precision.
Best practices to optimize RAG search
- Create one base for each major business area. Instead of a single “General” base, separate “Sales,” “After-sales,” “Deliveries,” etc. This way, the assistant consults only the relevant repository.
- Use folders in the File Center to organize documents before linking them to bases. This makes version control easier and prevents lost files from polluting the base.
- Keep only what is necessary. Very old documents or those that no longer apply should be removed. The platform does not have a built-in text editor; to update content, delete the old file and upload the revised version. After deletion, the AI stops consulting that content immediately.
- Avoid duplicate documents. If you have two PDFs with slightly different return policies, the AI may retrieve the wrong one. When uploading a new version, delete the previous one.
- Review FAQs periodically. Questions that are no longer frequent or answers that have changed should be updated or removed. The Capitão module lists approved FAQs and allows you to create new ones or approve pending suggestions.
How to structure documents and FAQs for maximum precision
The way you write content also influences retrieval. Prefer:
- Clear titles and subtitles in documents. RAG search benefits from a well-defined hierarchy.
- Objective paragraphs, with the main information right at the beginning. Very long excerpts can dilute relevance.
- Frequently asked questions in natural language, using the terms customers actually type on WhatsApp. Avoid internal terms that the public does not know.
- One question per FAQ, with a direct answer. Avoid grouping several doubts into a single item.
If Capitão is associated with more than one base, check whether there is topic overlap that could confuse the search. Ideally, each subject should appear in only one base.
Continuous maintenance: the key to always up-to-date answers
Optimization is not a one-time event. Whenever an internal process changes, a policy is altered, or a product is discontinued, reflect that change in the Knowledge Base:
- Identify the affected documents.
- Delete the old files.
- Upload the new versions.
- Review the related FAQs and adjust them if necessary.
This simple routine keeps Capitão aligned with the company's reality, reducing rework and improving the customer experience.
Frequently asked questions
Can I have multiple knowledge bases for the same assistant?
Yes. You can create as many bases as you want and associate them with Capitão. Separating by topic is a recommended practice precisely to improve RAG search precision.
Does the order of documents within the base influence the answer?
There is no fixed order that determines priority. The system semantically searches for the most relevant excerpts, regardless of the file's position in the list. Therefore, content quality is more important than order.
How do I know if a document is hindering the answers?
If Capitão starts giving conflicting or outdated information, check whether there are duplicate or old documents in the base. Remove the obsolete ones and test again.
Do FAQs also go through the same RAG search process?
Yes. Capitão consults both documents and approved FAQs. Keeping both sources organized and coherent with each other avoids contradictions in the answers.
Do I need to redo the entire base if the company's visual identity changes?
No. The Knowledge Base stores textual content. Changes to logo, colors, or domain do not affect the documents, unless the text itself references those elements.
How often should I review the base?
Ideally, review whenever there is an operational change or, at minimum, once a month to ensure everything remains up to date.
See also
- How to set up your company's Help Center in Papo
- How to create and organize articles in your white label reseller's Help Center
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