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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.

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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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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