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What is the Knowledge Base?

The Knowledge Base is where you provide your agent with information it can reference during conversations. This includes product documentation, FAQs, company policies, pricing information, and any other content your agent needs to answer customer questions accurately.
A well-populated Knowledge Base significantly improves your agent’s ability to provide accurate, helpful responses.

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Adding Documents

You can add knowledge to your agent in three ways:

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1. URL Import

Import content directly from web pages.
1

Click 'Add URL'

Open the Knowledge Base section and select the URL option.
2

Enter the URL

Paste the full URL of the webpage you want to import.
3

Confirm Import

The system will fetch and process the content automatically.
Best for: Product pages, help center articles, documentation sites.

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2. Text Entry

Manually enter or paste text content.
1

Click 'Add Text'

Select the text entry option.
2

Enter Content

Type or paste your content in the text area.
3

Save

The content is processed and added to the knowledge base.
Best for: Custom FAQs, internal guidelines, scripts.

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3. File Upload

Upload documents directly.
1

Click 'Add File'

Select the file upload option.
2

Select File

Choose a file from your computer.
3

Upload

The document is processed and indexed.
Supported formats: PDF, TXT, DOC, DOCX, and more.

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Usage Modes

Each document in your Knowledge Base can be configured with a usage mode:
ModeIconDescription
Auto Search🔍Agent searches this document only when relevant
In Prompt📋Content is always included in the agent’s context

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When to Use Each Mode

Use for critical information that should always be available. This content is included in every conversation.Examples:
  • Company name and key details
  • Pricing tiers
  • Core policies
Using “In Prompt” for large documents can increase costs and slow down responses. Use it only for essential, concise information.

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Managing Documents

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Document List

All added documents appear in a list showing:
ColumnDescription
NameDocument title or URL
TypeURL, Text, or File icon
ModeAuto Search or In Prompt
ActionsEdit or Delete buttons

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Editing Documents

  1. Click the edit icon (✏️) next to any document
  2. Modify the content or settings
  3. Save changes

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Deleting Documents

  1. Click the delete icon (🗑️) next to the document
  2. Confirm deletion
Deleted documents cannot be recovered. Make sure to export important content before deleting.

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Best Practices

Keep your Knowledge Base organized and up-to-date for optimal agent performance.
  1. Keep Content Current - Regularly update documents to reflect latest information
  2. Be Specific - Include exact phrases customers might use
  3. Structure Well - Use clear headings and bullet points
  4. Avoid Duplication - Don’t repeat the same information in multiple documents
  5. Test Thoroughly - Verify the agent can find and use the information correctly

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Example Knowledge Base Structure

📚 Knowledge Base
├── 📄 Company Overview (In Prompt)
├── 📄 Product Catalog (Auto Search)
├── 🔗 Pricing Page URL (Auto Search)
├── 📄 FAQ - Common Questions (Auto Search)
├── 📄 Refund Policy (Auto Search)
└── 📄 Contact Information (In Prompt)

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Next Steps

Actions & Tools

Configure integrations and webhooks

Playground

Test your agent with the knowledge base