Knowledge Base

The Knowledge Base gives your agents an approved source for answering business-specific questions. Add product details, services, policies, opening hours, or answer guides once, then assign the right content to each agent so customers receive consistent and current information across phone, email, and chat.

Navigation: Open General in the left sidebar, then select Knowledge Base.

Plan your content

Good structure helps agents find the right answer and prevents one team, brand, or region’s information from appearing in the wrong customer experience.

Add customer-safe, current information such as:

products and services;
policies and frequently asked questions;
opening hours and locations;
delivery, returns, warranty, and booking guidance;
approved troubleshooting and escalation steps.

Do not upload secrets, private staff notes, credentials, or personal customer records. When two documents disagree, an agent may not know which one is authoritative, so remove or update older versions.

Create folders

Folders let you reuse a focused set of knowledge across several agents—for example, Returns — UK, Clinic Services, or Wholesale Products.

Use folders to separate topics, brands, regions, languages, or agent responsibilities. Give each folder a specific name such as Returns Policy — UK instead of Documents.

Choose Open or click a folder’s name to view its documents. You can move documents between folders and return to the folder list using the back action. A document at the root is not automatically appropriate for every agent; always review assignments.

Add knowledge

Add knowledge whenever an agent must answer from facts that are specific to your business and likely to change independently of its general behavior.

Depending on the content, you can:

create a text document directly;
upload a supported document or spreadsheet;
import a public page or website address;
generate draft knowledge from connected email history when that option is available.

A messaging agent also adds knowledge by itself, from how your team answered questions it could not. That knowledge lives in its own folder — see Facts your agents learned.

For spreadsheets, review the preview before saving. Clear column names and one topic per row usually produce better answers than presentation-heavy sheets.

For website imports, start with the most relevant public page. Public sites that load their content in the browser are supported, although they can take longer to read. Large imports may continue in the background; an in-progress banner shows their status.

Wait for content to become ready

New or changed content must be processed before agents can use it. A document may temporarily show that processing is queued or underway. Do not repeatedly replace or re-import the same content while it is still processing.

If content remains unavailable, open its Actions menu and choose Re-embed when offered. A failed website import may need a public URL that can be opened without signing in.

Assign knowledge to agents

Assignment controls which approved information each agent can use. A sales agent might receive product and delivery folders, while a support agent receives troubleshooting and returns policies.

Use the document or folder assignment controls to choose which agents can use the content. You can also open an agent’s Knowledge or Knowledge Base tab and select folders there.

Assign the smallest useful set:

a sales agent may need products, pricing guidance, and qualification rules;
a support agent may need troubleshooting, warranty, and escalation policies;
a regional agent may need only the language and policies for that region.

The Used by column or assignment summary shows which agents currently use an item.

Facts your agents learned

When your team answers a customer question an agent could not, the agent can learn the answer so it handles that question itself next time. For example, after your team tells a few customers that returns are free within 30 days, the agent adds that fact and answers the next customer who asks. Each fact it learns is kept in your Knowledge Base, where you can read it, correct it, or remove it.

Learned facts are in the Learned from conversations folder, shown first in the folder list with a Learned badge. Each agent has one document per kind of question, named after the agent and the kind — for example Shop Assistant · Orders and delivery — and each question it learned is a heading in that document with the answer below it. Each agent uses only the facts it learned itself. Where a learned fact disagrees with your own documents or with live information such as an order’s status, the agent gives priority to your documents and the live information.

Whether an agent adds facts by itself or asks you first depends on its self-learning mode; see How your agent improves itself. When your team later answers a question differently, the agent updates that fact rather than adding a second one.

Correct or remove a learned fact

Open the document’s Actions menu and choose Edit. You can reword an answer, or delete a question heading together with its answer. What you do tells the agent what you want:

Reword an answer and keep its heading: the agent keeps your wording from then on. If you replace most of the answer, the agent reads it as the old fact removed.
Remove one or two facts from a document before the agent’s next weekly check: the agent takes this as a no to each of them. It will not add them again, and will not suggest anything for those questions for at least three months.
Remove more of a document’s facts before that check: the agent reads this as a larger clean-up rather than a no to each fact. Those questions can come up again after about two months, but the agent does not add the same facts again unless a figure in them, such as a price or a deadline, has changed.

Switching off Active in the Edit dialog, or choosing Delete, removes every fact in that document at once and counts the same way. Switching a document off is not a pause: while it is off, new facts for that kind of question wait until you turn the document back on.

Learned documents stay in their folder and with their agent. You cannot move them to another folder, apply them to all agents, turn on Default for all agents, or add your own documents to the learned folder.

Test knowledge search

Testing shows whether customers can find the intended answer using natural wording before the content is used in a live conversation.

Use the search test panel to enter a question in the way a customer would ask it. Check whether the most relevant content appears near the top.

Try:

exact policy questions;
everyday wording and common misspellings;
questions that combine two topics;
questions the Knowledge Base should not answer.

If results are poor, improve the source title, add direct wording to the content, split unrelated topics, or remove duplicates. Then wait for processing and test again.

Edit, replace, download, move, or delete content

Open a document’s Actions menu to see available actions. Choose Move to folder to see destinations in the same menu, then select a folder or Root. Use Back to actions to return without moving; long destination lists scroll inside the menu. Replacing a file keeps the document in place while updating its content. Moving changes its folder. Deleting removes it from agent use after processing catches up.

Before deleting a folder or cleaning all documents, review agent assignments. Bulk deletion can leave active agents without the information they rely on.

Troubleshoot knowledge content

The agent cannot answer from a document

Confirm that the document is ready, assigned to that agent, and contains the answer in clear text. Run the same question in the Knowledge Base search test, then retest the agent.

A website import fails

Use a complete public https:// address. Confirm the page opens without an account, consent flow, or private network. Import a narrower page if the website is very large.

A learned fact is wrong

Open the document in Learned from conversations, then correct or delete the answer. See Correct or remove a learned fact.

A document you were editing changed

The message This document changed while it was open. Copy your text, reopen the document and apply it again. means the document was saved by someone else — or, for a learned document, by the agent adding a fact — while you had it open. Copy your changes, reopen the document, and apply them again.

Old information still appears

Search for duplicate or conflicting documents. Update or delete every outdated copy, wait for processing, then begin a new test conversation so old conversation context does not affect the result.

A file cannot be uploaded

Confirm that its format and size are accepted by the upload dialog. Remove password protection and simplify unusual formatting. For a large spreadsheet, keep only the rows and columns agents actually need.