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.

You can open a folder to view its documents, 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.

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. 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 menu and use the retry or reprocess action 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.

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 action menu to see available actions. 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.

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.