Knowledge Base

Your Knowledge Base is everything your AI knows about your business. The more you teach it, the better it can help your customers.

Think of it as a reference library that your AI agent searches through whenever someone asks a question. "What's your return policy?" "How do I track my order?" "Are you open on weekends?" If the answer is in your Knowledge Base, your AI can find it.

What can you add?

• Text — Policies, procedures, product info, anything written
• PDFs — Documents, manuals, guides
• Web links — Pull content from your website or docs

Why bother?

When your Knowledge Base is solid, your AI can:

• Answer questions about your products and services accurately
• Explain your policies correctly
• Help customers without needing a human
• Give relevant, contextual responses instead of generic ones

Getting there

Go to Intelligence → Knowledge Base from your dashboard. You'll see everything you've added and options to create more.

Adding content

Text

Good for: Policies, procedures, product descriptions, general info

1. Click Add Knowledge
2. Choose Text
3. Give it a title and paste or type your content
4. Save it

PDF documents

Good for: Manuals, guides, detailed documentation

1. Click Add Knowledge
2. Choose PDF
3. Upload your file and give it a title
4. Save it

The PDF will be processed and indexed—give it a moment to finish.

Web links

Good for: Pulling in content from your existing website or docs

1. Click Add Knowledge
2. Choose Web Link
3. Paste the URL
4. Give it a title and save

We'll extract the content from the page and add it to your knowledge base.

Managing what you've added

Finding entries

Use the search bar to find specific entries, or browse through the list. Each entry shows its type and processing status.

Editing

Click on any entry to view it, then hit the edit icon (pencil) to make changes. Save when you're done.

Deleting

Open an entry and click the delete icon. You'll be asked to confirm—once it's gone, your AI won't have access to that information anymore.

Processing status

After you add something, it needs to be processed before your AI can use it:

• Queued — Waiting in line
• Training — Being processed now
• Trained — Ready to use
• Failed — Something went wrong (check the entry for details)

How your AI uses this

When a customer asks a question, your AI:

1. Figures out what they're asking
2. Searches your Knowledge Base for relevant info
3. Pulls out the useful bits
4. Crafts a response

The search is semantic, not just keyword-based. That means it understands meaning—so "refund policy" and "how do I get my money back" will find the same content.

Tips for better results

Make content easy to find

• Use clear, descriptive titles
• Write in natural language (the way customers would ask)
• Be specific and detailed

Keep it fresh

• Update entries when things change
• Delete outdated info
• Review periodically

Choose the right format

• Text — Quickest for policies and procedures
• PDFs — Good for existing documentation
• Web links — Great for pulling in website content

Troubleshooting

AI isn't finding the info

• Check that the entry status is "Trained"
• Make sure the content is relevant to the types of questions being asked
• Add more detail if the info is too sparse

Processing failed

For PDFs: Make sure the file is a valid PDF and not corrupted.

For web links: Check that the URL is accessible and not behind a login.

If things still aren't working, try re-uploading or reach out to support.

Outdated answers

If your AI is giving old info, find the relevant Knowledge Base entry and update it. You can also delete outdated entries entirely.

Going deeper

• AI Agent Configuration — Control how your agent uses knowledge
• Skill Sets — Skills can reference your Knowledge Base
• Documents — Additional file storage
• MCP Servers — Connect external knowledge sources

What's next?

1. Create FAQs — Quick answers for common questions
2. Configure your AI Agent — Put the knowledge to use
3. Test in the playground to see how your AI responds
4. Watch real conversations to spot knowledge gaps

---

Ready to add FAQs? Create your first FAQ.