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The knowledge base gives your Conversation AI bot access to business-specific information that goes beyond what fits in a system prompt. Upload documents, FAQs, product details, and policies so your bot can answer detailed customer questions accurately. For the complete setup guide, see Knowledge base setup.
Knowledge base page showing the Create Knowledge Base button

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What to include in your knowledge base

  • FAQs with answers to common customer questions
  • Product or service descriptions with pricing and features
  • Business policies for returns, shipping, cancellations
  • Troubleshooting guides for common issues
  • Team information like hours, locations, and contact details

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Managing your knowledge base

The knowledge base list view lets you see all your knowledge bases at a glance, create new ones, and manage existing entries.
Knowledge base list showing all available knowledge bases
Create knowledge base dialog
Knowledge base URL source configuration for importing website content
Q&A pair editor for adding specific question and answer combinations

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Training your bot

Use the Training tab to add content via the web crawler, manual Q&A pairs, and other sources. After adding content, use the test bot panel to verify your bot responds accurately.
Training tab showing web crawler configuration and the test bot panel
Training feedback screen for reviewing and improving bot responses
Web crawler configuration for importing content from your website
Q&A training interface for adding manual question and answer pairs

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Best practices

  • Keep entries concise and factual
  • Update the knowledge base regularly as your business changes
  • Test your bot after adding new entries to verify accuracy
  • Use clear headings and structure in uploaded documents

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Next steps

Knowledge base setup

Full guide to setting up and managing your knowledge base

Conversation AI overview

Learn about all Conversation AI capabilities
Last modified on March 5, 2026