Knowledge Base

The Knowledge Base is a library of documents, URLs, and Q&A pairs that your AI agents use to generate accurate, on-brand responses. You can add multiple knowledge bases and assign them to specific bots. The Knowledge Base feature offers the flexibility to create and manage dedicated knowledge bases for your AI tools. This enables more efficient content organization and allows for tailored training, ensuring highly accurate and context-specific responses. In this guide, we will go through each aspect of the Knowledge Base section to equip you for AI success. To get started, navigate to the Knowledge Base section located in your account settings. If you have already created a Knowledge Base, it will be listed here.

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Create Knowledge Base

Click this button to set up a new knowledge base in your account. You will be required to assign a name to the knowledge base and enter the URL that hosts the information. Optionally, you can add FAQs and enter a description for further details.

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Search

Manage multiple knowledge bases seamlessly by using the search bar to locate them!

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Knowledge Base Table

The Knowledge Base Table lists all the knowledge bases created by the users in your account alongside their creation date and time.

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Actions

To modify or remove a Knowledge Base, click the three-dot menu located next to the corresponding entry. With the tools provided in the Knowledge Base section, you can efficiently manage, customize, and scale your AI training efforts. Whether you’re creating, editing, or searching through multiple knowledge bases, this feature ensures your AI bots are always equipped with the most relevant information, laying the foundation for more accurate, personalized, and impactful interactions.

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Creating a knowledge base

The Knowledge Base feature offers the flexibility to create and manage dedicated knowledge bases for your AI tools. A properly configured knowledge base ensures you will deliver accurate, context-aware responses tailored to your business needs. This guide walks you through the setup process and outlines best practices to help you maximize the effectiveness of your AI integrations.

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Creating a Knowledge Base

To get started, navigate to the Knowledge Base tab inside the AI Agents section and click the ” + Create Knowledge Base” button. A pop-up window will appear, prompting you to enter a unique name for your knowledge base. Once added, save by clicking Create to proceed to the next steps. ��Note: You can add up to 15 knowledge bases to your account. Click +Add Source, then select the entry type.

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Web Crawler

The Web Crawler option allows you to enter the link for the Knowledge Base. Use publicly available information from websites and ensure that it provides accurate, context-specific responses. You can configure the Web Crawler to include data from specific URLs, paths, or entire domains, as well as from Google Docs. ��Note: Ensure Google Doc files are set to “public” by changing the share settings to “Anyone with the link.” Select from multiple domain types based on how broadly you want to crawl the site. You can choose exact URLs, URLs with specific paths, or entire domains. After selecting the appropriate URL type, enter the URL in the provided field, then click the “Get Data” button to begin crawling the URLs. The process duration will depend on the number of URLs being crawled. Once the crawl is complete, you can select individual URLs or opt to “select all” to include links obtained from the “All URLs with the path” or “All URLs in this domain” options in your bot’s training data. The uploaded links will be displayed in the section below, and the system will refetch the information and update the training data cyclically.

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FAQs

Select the FAQs option to add question-and-answer pairs addressing common client inquiries, as an alternative to uploading a link. Click Save to maintain your changes, enhancing the usefulness of your knowledge base.

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Tables

The Tables option allows you to upload data organized in a spreadsheet via CSV files. To use it, first upload your CSV file (max 10MB, up to 20 columns) and enter a name for identification. Review the automatically detected schema and column types, then click Next. Start querying your data using natural language once processing completes.

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Rich Text

The Rich Text section enables you to add and format content directly in a rich text interface, allowing quick edits, summaries, and knowledge updates without file uploads. Once you’ve written your content, click Save to add it to your bot’s training. After saving an entry, you can reaccess it by clicking on it in the left sidebar.

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File Upload

This option allows you to drag and drop or upload your .doc, .docx, and PDF files from your desktop to import content seamlessly into your Knowledge Base. By following the setup steps and leveraging options like web crawling and FAQs, you can ensure your AI tools will be better positioned to support your business goals and deliver a seamless user experience.

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Document support (DOC, DOCX, PDF)

The Knowledge Base supports direct file uploads for DOC, DOCX, and PDF documents. This lets you import existing business documents — policies, product guides, training materials — without manual copy-paste. Supported formats: To upload a document:

1. In the Knowledge Base, click + Add Source
2. Select File Upload
3. Drag and drop your file or click to browse
4. The platform processes the document and extracts the text content
5. Click Save to add it to the knowledge base

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Auto refresh of trained links

Web-crawled URLs in your Knowledge Base can be set to refresh automatically, ensuring your AI agent always has the latest information from your website or documentation. When auto refresh is enabled:

• The platform periodically re-crawls the URLs in your knowledge base
• Updated content is automatically reflected in the AI’s responses
• Deleted or moved pages are flagged for your review

To check the refresh status, open your Knowledge Base and look at the Last Updated column for each URL entry. URLs are re-crawled on a regular cycle to keep training data current.

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Best Practices for Managing Knowledge Bases

• ****Assigning Knowledge Bases Strategically: ****Use separate knowledge bases for different teams or purposes (e.g., sales, support, product). This enables AI agents to specialize and deliver more relevant responses.
• ****Keeping Content Up to Date: ****Regularly review and update your knowledge base content to ensure accuracy. All changes are reflected instantly in your agent’s responses.
• ****Monitoring and Improving Performance: ****Track how often the knowledge base is triggered and evaluate response quality. Use analytics and feedback to refine prompts or update content as needed.

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Frequently Asked Questions