Knowledge Base

The Knowledge Base is your organization’s centralized document repository. Upload product catalogs, spreadsheets, FAQs, and sales materials so that any AI agent in your organization can reference them when answering customer questions.

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Core Capabilities

• Organization-scoped: Files are shared across your entire organization — any agent can access them
• Upload files up to 25MB in supported formats
• Browse, preview, and delete files with full metadata (size, date, type)
• Attach files to agents with a custom name and description so agents know when to search them

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Supported Formats

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Two Tabs

The Knowledge Base has two tabs for managing your documents:

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Agent Files

The Agent Files tab is your document library. Here you can:

• View all uploaded documents in a list
• See file metadata (name, size, upload date, file type)
• Preview document contents
• Delete files you no longer need

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AI Data Import

The AI Data Import tab provides a guided wizard for importing spreadsheet data. This is ideal for bringing in product lists, pricing tables, customer data, and other structured information from Excel or CSV files.

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Import Wizard Steps

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Uploading Files

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From Agent Files Tab

1. Navigate to Knowledge Base → Agent Files
2. Click Upload or drag and drop files
3. Wait for processing to complete (typically 1-2 minutes)

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From AI Data Import Tab

1. Navigate to Knowledge Base → AI Data Import
2. Follow the 4-step import wizard
3. Review AI classification results and adjust if needed
4. Confirm column mappings and import

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Attaching Files to Agents

Once files are in your Knowledge Base, attach them to specific agents:

1. Open an agent in the agent builder
2. Go to the Knowledge Base tab
3. Select files to attach
4. Give each attachment a name (e.g., “Pricing 2025”) and description (e.g., “Use for pricing questions”)

The name and description help the agent understand when to search that document. Be specific — a well-described attachment leads to more accurate responses.

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Agent Search

All agent types — voice, chat, and workflow — can search your Knowledge Base documents. When a customer asks a question, the agent automatically searches attached documents and uses the relevant content to respond.

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Document Best Practices

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Content Quality

• Be specific: Include product names, SKUs, exact specifications
• Be complete: Don’t assume knowledge — spell everything out
• Be current: Update documents when products or pricing change

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Structure

Well-structured documents lead to better agent responses:

• Use clear headings and subheadings
• Use bullet points and numbered lists
• Organize content into logical sections
• Avoid scanned images without text content

Good Document Example:

Product: Steel Beams Overview Steel beams are structural components used in construction… Specifications

• Material: A992 Grade 50 Steel
• Sizes: W4x13 to W44x335
• Length: Up to 60 feet

Pricing Contact sales for current pricing. Volume discounts available.

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Organization

• One topic per document: Don’t mix unrelated content
• Clear naming: Use descriptive file names
• Regular updates: Review and refresh documents periodically

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Managing Documents

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Updating a Document

When content changes:

1. Delete the old version from the Knowledge Base
2. Upload the updated file
3. Wait for processing to complete

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Deleting a Document

1. Go to Knowledge Base → Agent Files
2. Click the delete icon on the document
3. Confirm deletion

Deleted documents are immediately removed and will no longer be referenced by agents.

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Processing Status

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Testing

After adding documents:

1. Open an agent that has the documents attached
2. Use the Test panel in the agent builder
3. Ask questions you expect customers to ask
4. Verify the agent references your documents accurately
5. Adjust document content or structure if responses aren’t accurate

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Troubleshooting

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Next Steps