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A knowledge base is a collection of information that your AI bots draw from when answering customer questions. Rather than relying on generic AI knowledge, your bots use your knowledge base to give accurate, business-specific responses — about your services, pricing, policies, FAQs, and more. Go to AI Agents > Knowledge Base. All existing knowledge bases are listed with their creation date and time.

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Creating a knowledge base

1

Click + Create Knowledge Base

Click the + Create Knowledge Base button.
2

Name it

Enter a unique name for the knowledge base. Choose something descriptive — for example, “Sales FAQ” or “Product Catalog.” Click Create.
3

Add a source

Click + Add Source and choose the type of content you want to import.
You can add up to 15 knowledge bases per account.

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Content source types

Crawl publicly available pages from your website to automatically extract and index content.URL types:
  • Exact URL — a single specific page
  • URL with path — all pages under a specific path
  • Entire domain — all publicly accessible pages on the domain
  • Google Doc — a publicly shared Google Doc (share settings must be “Anyone with the link”)
How to use:
  1. Select the URL type
  2. Enter the URL
  3. Click Get Data to begin crawling
  4. Once complete, select individual URLs or Select all
  5. Save
Hoop periodically re-crawls and updates the indexed content to keep training data current.
Add specific question-and-answer pairs to handle common inquiries with precision.Click + Add Q&A, enter the question and its answer, then click Save. Add as many pairs as needed.FAQs are ideal for:
  • Pricing and package details
  • Business hours
  • Cancellation and refund policies
  • Service-specific instructions
Upload structured data from a spreadsheet as a CSV file (max 10MB, up to 20 columns).
  1. Upload the CSV file
  2. Enter a name for the table
  3. Review the automatically detected column schema
  4. Click Next to process
  5. Once processing completes, query the data using natural language in your bot
Use tables for product catalogs, pricing grids, or any structured reference data.
Write and format content directly in a rich text editor — no file upload needed. Ideal for:
  • Company descriptions
  • Service summaries
  • Policy documents
  • Quick knowledge updates
Click Save to add the content to your knowledge base. To edit later, click the entry in the left sidebar.
Drag and drop or select .doc, .docx, or PDF files from your computer. The content is automatically extracted and indexed.Use for existing documentation, brochures, onboarding guides, or any structured document your bots should know.

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Managing knowledge bases

From the three-dot menu next to any knowledge base:
  • Edit — update the name, content sources, or FAQs
  • Delete — permanently remove the knowledge base
Use the search bar at the top of the Knowledge Base list to quickly find a specific knowledge base when managing multiple.

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Assigning a knowledge base to a bot

  • Conversation AI: In bot settings under Bot Training, select up to 7 knowledge bases from the dropdown
  • Voice AI: In agent goals, select a knowledge base during the Basic or Advanced mode setup

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Best practices

Create separate knowledge bases for different teams or purposes — for example, one for sales (pricing, packages), one for support (troubleshooting, policies). This keeps each bot focused and accurate.
Update knowledge base content whenever your services, pricing, or policies change. Updates are reflected in bot responses immediately.
Review conversations where the bot gave incorrect answers. Add those corrections as FAQ entries in the relevant knowledge base.
Use the web crawler for general business information and FAQs for specific, critical answers. The combination produces the most accurate bot behavior.

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FAQs

Q: Can I assign more than one knowledge base to a Voice AI agent? Currently, only one knowledge base can be assigned per Voice AI agent. Conversation AI bots can use up to 7. Q: How quickly are updates reflected? Changes to knowledge base content are applied immediately to bot responses. Q: What happens if two knowledge bases have conflicting information? The bot may combine or prioritize information unpredictably. Avoid overlapping content across knowledge bases assigned to the same bot.
Last modified on March 4, 2026