BuildKnowledge Base

Knowledge Base

Equip your agents with custom knowledge to provide accurate, context-specific responses.

What is a Knowledge Base?

A knowledge base is a collection of documents, FAQs, and other information that your agents can reference during conversations. When a user asks a question, your agent can search the knowledge base to find relevant information and provide accurate responses.

Adding Knowledge

Supported Formats

Upload content in various formats:

  • Text files (.txt)
  • PDF documents (.pdf)
  • Word documents (.docx)
  • Markdown files (.md)
  • Web pages (via URL)

Upload Process

  1. Navigate to Knowledge Base in your dashboard
  2. Click Upload Document
  3. Select your files or enter a URL
  4. Wait for processing to complete
  5. Your agents can now access this information

Organizing Knowledge

Categories

Organize your knowledge into categories for better management:

  • Product Information
  • FAQs
  • Policies
  • Troubleshooting Guides

Tags

Use tags to make content easier to find:

  • By topic
  • By product line
  • By department
  • By priority

How Agents Use Knowledge

When a user asks a question, your agent:

  1. Understands the user’s intent
  2. Searches the knowledge base for relevant information
  3. Formulates a natural response using the found information
  4. Delivers the response to the user

This happens automatically in real-time during conversations.

Best Practices

Content Quality

  • Be Specific: Include detailed, accurate information
  • Stay Updated: Regularly update your knowledge base
  • Use Clear Language: Write in a way that’s easy for AI to understand and relay

Organization

  • Logical Structure: Group related information together
  • Consistent Format: Use a consistent format across documents
  • Avoid Duplication: Remove or consolidate duplicate information

Testing

  • Verify Responses: Test that agents can find and use information correctly
  • Edge Cases: Include information about edge cases and exceptions
  • Update Based on Calls: Add information about topics users frequently ask about

Advanced Features

Knowledge Priority

Set priority levels for different pieces of knowledge to ensure critical information is surfaced first.

Version Control

Track changes to your knowledge base over time and roll back if needed.

Multi-language Support

Add knowledge in multiple languages to support international users.

Next Steps

Agents