Knowledge base

The knowledge base is where you put the documents your agent answers from: price lists, product sheets, return policies and FAQs. Each item is processed once, then linked to one or more agents. For every question, the agent looks up the relevant part of your documents, so it quotes your facts instead of guessing.

Add an itemCopy Anchor Link

Open Knowledge Base under Agents in the sidebar.

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1. 1Create adds a new item.
2. 2Status shows whether an item is ready. Only Completed items are used.
3. 3A Draft item is not used yet. Open its menu (...) and choose Process.

Choose what kind of item to add:

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1. 1File uploads a document, URL reads a web page, Text is a note you type.
2. 2Files can be PDF, DOCX, TXT, HTML or MD.

Files can be up to 5 MB. A URL must be publicly reachable; pages behind a login or on your own computer cannot be read. Use Folders and Tags to keep a large knowledge base in order.

Link items to an agentCopy Anchor Link

Open the agent's page, go to the Knowledge Base section and choose Add. Pick the items this agent should use. An agent only answers from the items linked to it.

Keep it currentCopy Anchor Link

When a price or policy changes, edit the item and process it again. Short facts that change often (opening hours, delivery fee) can live in the agent's business facts instead, see Agent builder.

Frequently asked questions

Which file types can I upload?

Why does my item still say Draft?

Do customers see my file names?