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Knowledge Base A knowledge base is a collection of your company’s documents that you share with your AI agent. When you upload these files, your agent can search through them to find relevant information and answer customer questions accurately—based on your approved documentation, not guesses or outdated information from the internet.

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What can you include?

  • Product Guides — Manuals, specifications, and how-to documentation
  • FAQs & Support — Common questions and troubleshooting articles
  • Policies & Pricing — Return policies, terms of service, and pricing sheets
  • Internal Procedures — Guidelines and reference material your team uses

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Create Your First Knowledge Base

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1. Navigate to Knowledge Base

Head over to the Knowledge Base tab in your dashboard. Knowledge Base Tab

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2. Upload Your Documents

Enter a name for your Knowledge Base and upload your documents. Upload Documents

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3. Wait for Processing

Once uploaded, we automatically process your documents and make them searchable by your AI agent. This usually takes just a few moments. Knowledge Base Processing

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4. Assign to Your Agent

Once processing is complete, assign the Knowledge Base to your AI agent in Agent Settings. Assign Knowledge Base

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Updating Your Knowledge Base

You can update your Knowledge Base at any time by clicking on it from the Knowledge Base tab. From there you can:
  • Edit the name of the Knowledge Base
  • Add new documents
  • Remove existing documents
Update Knowledge Base
Note: Every time you update your Knowledge Base, we automatically re-process the documents to ensure your AI agent always has access to the latest information.

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How Your Agent Uses the Knowledge Base

During a conversation, your AI agent can search through the Knowledge Base to find relevant information. Think of it like an employee checking their notes or looking something up in a handbook. You can guide how your agent communicates this to customers through your agent’s prompt. For example: This makes the conversation feel more natural and sets expectations for the customer while the agent retrieves the information.

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Supported File Types

Start with your most frequently asked customer questions. Make sure the answers to those are in your uploaded documents for the best results.