Knowledge Base

Knowledge Base lets you bring your organization’s information together so your AI can use it when answering user questions.

You can add documents, webpages, URLs, and content from supported integrations. The system processes this information so the AI can use relevant content when generating responses.

For example, you can create a Knowledge Base containing product documentation and support articles so your AI can use that information when answering product-related questions.

Before you begin

A Knowledge Base works as a central source of information for your AI.

Before creating one, consider what information you want the AI to use, such as:

• Product or service documentation
• FAQs
• Support information
• Policies
• Website content
• Internal documents

Create a Knowledge Base

Create a Knowledge Base when you want to give your AI a specific collection of information to use when answering questions.

For example, you can create separate Knowledge Bases for product documentation, customer support information, company policies, or other types of content.

To create a Knowledge Base:

1. Open Knowledge Base from the sidebar.
2. Click Create.
3. Enter the Knowledge Base details.
4. Click Create.

Knowledge Base details

The creation form lets you define the basic information and AI behavior for the Knowledge Base.

After you click Create, the Knowledge Base is created and you are taken to its detail page, where you can add the information the AI should use.

Add Data

After creating a Knowledge Base, add the information you want the AI to use when answering questions.

Click Add Data to choose how you want to provide information.

You can add:

• Files from your computer
• Webpage URLs
• Website content through advanced extraction
• Content from supported integrations

The data you add is processed and made available to the Knowledge Base after training is completed.

Upload Files

Use Upload Files when the information you want to add is stored in documents on your computer.

Supported file types include:

• PDF
• TXT
• CSV
• DOCX
• PPTX

The uploaded files are processed so their content can be used by the AI when answering questions.

File limits

• Maximum file size: 15 MB per file
• Maximum combined size: 30 MB per upload batch

Add URLs

Use Add URLs when your information is available on webpages.

You can add one or more URLs and allow the system to extract the relevant webpage content for your Knowledge Base.

After adding the URLs, you can review them before starting the training process.

You can also configure how content is extracted from supported webpages.

Auto Crawl

Auto Crawl allows the system to periodically check a URL and update its Knowledge Base content when the source changes.

For example, if your Knowledge Base uses content from a product documentation page that changes regularly, Auto Crawl can help keep the stored information up to date without requiring you to manually add the URL again.

Auto Crawl can be enabled or disabled for supported URL sources from the Knowledge Base data table.

Advanced Data Extraction

Use Advanced Data Extraction when you need to import content from multiple pages of a website.

Instead of adding each webpage individually, you can provide a sitemap or supported website source. The system identifies the available pages and lets you review the content that will be processed.

This is useful when a website contains a large amount of related information, such as documentation, help articles, or product pages.

After reviewing the pages, start the training process to add the content to your Knowledge Base.

Integrations

Use an integration when your information is stored in another supported platform.

Currently supported integrations include:

• Contentful — Add content managed through Contentful.
• SharePoint — Add content stored in SharePoint.
• Google Drive — Add files stored in Google Drive.

Using an integration allows you to bring supported content into your Knowledge Base without manually uploading each item.

Connected sources can be identified and filtered from the Knowledge Base data table.

Manage Your Knowledge Base Data

After you add data, each file, URL, or connected source appears in the Knowledge Base data table.

The table helps you check what information has been added, whether it has finished processing, who added it, and whether Auto Crawl is enabled.

Search and Filter Data

Use the search and filter controls to quickly find specific sources in a Knowledge Base.

You can filter the data by:

• Search term
• Date range
• Uploaded By
• Source
• Status

Use Refresh to reload the latest data and processing status.

Data Status

The status tells you whether a source is ready to be used or still requires attention.

If a source has a processing issue, additional information may be available from its status details.

Manage an Individual Source

Use the Actions menu for a source to manage or inspect that specific item.

The available actions depend on the source type, its current status, and your access level.

View

Use View to inspect the content processed from a file or URL.

This helps you verify what information was extracted and made available to the Knowledge Base.

Re-train

Use Re-train to process a supported URL again.

This is useful when the source has changed and you want the Knowledge Base to process the latest content.

Configure

Use Configure to control how content is extracted from a supported URL.

You can configure extraction options such as content selectors and pagination-related settings.

Delete

Use Delete to permanently remove a source from the Knowledge Base.

The available actions depend on your role and the type and status of the source.

Bulk Actions

You can select multiple sources from the data table and perform supported actions together.

Available bulk actions depend on your permissions and the selected sources.

For example, Re-train is available when all selected sources are supported URLs.

Test Your Knowledge Base

Use Test to ask questions directly against your Knowledge Base before making it available to users.

Testing helps you verify whether the information you added is being used correctly and whether the responses match your expectations.

To test your Knowledge Base:

1. Open the Knowledge Base.
2. Click Test.
3. Enter a question.
4. Review the response.

Answer Citations

Use Answer Citations to display supporting citations with generated answers when available.

Citations help you review which information was used to support an answer during testing.

Configure Knowledge Base Settings

Use Settings to control how your Knowledge Base behaves and how the AI responds using its information.

Open the More menu and select Settings.

General

Use General settings to update basic Knowledge Base information:

• Name
• Description

Prompt

Use Prompt settings to provide instructions for how the AI should use the Knowledge Base when generating responses.

You can configure:

• Prompt title
• Prompt content
• Response style and brand voice
• No-answer response

The No Answer Response defines what the AI should say when the Knowledge Base does not contain enough information to answer a user’s question.

Model

Use Model settings to select the AI model and configure its response temperature.

Moderation

Use Moderation settings to control how the AI handles supported categories of potentially sensitive content.

Knowledge Base settings are available to the Owner.

Share a Knowledge Base

Share a Knowledge Base when other team members need to work with or test the information it contains.

To share a Knowledge Base:

1. Open the More menu.
2. Select Sharing.
3. Search for the team member.
4. Select Editor or Viewer.
5. Add the user.

The permissions available to the user depend on the role you assign.

The Owner can also change an existing user’s role or remove their access.

Rename a Knowledge Base

The Knowledge Base Owner can rename the Knowledge Base directly from the header.

1. Click the Edit icon next to the Knowledge Base name.
2. Enter the new name.
3. Confirm the change.

Delete a Knowledge Base

Delete a Knowledge Base when it is no longer needed.

Only the Owner can delete a Knowledge Base.

Before deletion, the system checks whether the Knowledge Base is being used by other resources, such as Workflows.

If dependencies are found, they are displayed so you can review where the Knowledge Base is being used before continuing.

Warning: Deleting a Knowledge Base permanently removes the Knowledge Base and its associated data.

Access Roles

Knowledge Base access is controlled through three roles: Owner, Editor, and Viewer.

Each role provides a different level of access, so you can give team members the permissions they need without giving everyone full control.

Owner

The Owner has full control of the Knowledge Base.

The Owner can manage the Knowledge Base configuration, data, sharing, user permissions, and deletion.

Editor

The Editor can work with the Knowledge Base data and help maintain its content.

Editors can add data, re-train and configure supported sources, manage Auto Crawl, test the Knowledge Base, and share it with other users.

Editors cannot change the Knowledge Base name or settings, delete the Knowledge Base or its data, or manage the roles of existing users.

Viewer

The Viewer has read and testing access.

Viewers can review the Knowledge Base and test how it responds to questions, but they cannot add, modify, configure, or delete data.

Knowledge Base Workflow

A typical Knowledge Base setup follows these steps:

Create Knowledge Base
        ↓
Add Information
        ↓
Process / Train Data
        ↓
Review Your Data
        ↓
Test Responses
        ↓
Configure if Needed
        ↓
Use the Knowledge Base with Your AI