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Your Knowledge Base is the brain of your AI employees. It’s where you store all the documents, information, and content that your AI uses to answer questions accurately. The better your Knowledge Base, the smarter your AI.

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What Is the Knowledge Base?

Think of it as a library for your AI. You add documents, and your AI employees can reference them when answering questions. This could include:
  • Product documentation
  • FAQs and help articles
  • Company policies
  • Training materials
  • Website content
  • Guides and tutorials
Without a Knowledge Base, your AI only knows general information. With a good Knowledge Base, it becomes an expert on YOUR business.

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Adding Your First Document

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Option 1: Upload a File

  1. Go to Knowledge Base in the sidebar
  2. Click Upload or Add Document
  3. Select a file from your computer
  4. Wait for it to process
  5. Done! Your AI can now use this information
Supported file types:
  • PDF (.pdf)
  • Word documents (.doc, .docx)
  • Text files (.txt)
  • Spreadsheets (.xlsx, .csv)
  • PowerPoint (.pptx)
  • HTML files

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Option 2: Create a Document Manually

  1. Click Create Document or New
  2. Give it a title
  3. Type or paste your content
  4. Click Save
This is great for quick notes, FAQs, or information not in a file.

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Option 3: Import from a Website

  1. Click Import Website or the web crawler icon
  2. Enter the URL you want to import
  3. Choose how many pages to crawl (just this page, or follow links)
  4. Click Start
  5. The content is converted into documents
Perfect for importing your existing help center or website content.

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Organizing with Folders

As your Knowledge Base grows, keep it organized:

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Creating a Folder

  1. Click New Folder
  2. Name your folder (e.g., “Product Docs”, “Policies”, “Training”)
  3. Click Create

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Moving Documents to Folders

  1. Find the document you want to move
  2. Drag it onto the folder, OR
  3. Click the three-dot menu (⋮) → Move to Folder
  4. Select the destination folder
  • Click a folder to see its contents
  • Use the breadcrumb trail at the top to go back
  • Click the home icon to return to the root level

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Using Tags

Tags help you categorize documents across folders:

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Adding Tags to a Document

  1. Click on a document to open it
  2. Find the Tags field
  3. Type a tag name and press Enter
  4. Add as many tags as needed
  5. Save

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Adding Tags to an Entire Folder

Apply tags to all documents in a folder at once:
  1. Click the three-dot menu (⋮) on a folder
  2. Select Manage Tags
  3. Add your tags
  4. Save

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Using Tags to Find Documents

  • Click on a tag to filter documents with that tag
  • Use the search bar with tag names

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Document Sharing Options

Control who can access each document:

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Changing Sharing Settings

  1. Click on a document
  2. Click Sharing or look for the privacy icon
  3. Select your preferred setting
  4. Save

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Assigning Documents to Specific Employees

Want certain AI employees to only know certain things?
  1. Click on a document
  2. Find Assigned Employee or Access
  3. Select which employees should have access
  4. Save
Use cases:
  • Sales AI only knows sales materials
  • Support AI only knows support docs
  • Different products have different AI assistants

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Managing Your Documents

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Editing a Document

  1. Click on the document
  2. Click Edit
  3. Make your changes
  4. Click Save

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Deleting a Document

  1. Click the three-dot menu (⋮) on the document
  2. Select Delete
  3. Confirm
Note: Deleted documents are gone permanently. Make sure you have backups of important content.

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Bulk Operations

Select multiple documents to perform bulk actions:
  1. Check the boxes next to multiple documents
  2. Use the bulk action menu to:
    • Delete selected
    • Move to folder
    • Apply tags
    • Change sharing

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Tips for a Great Knowledge Base

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1. Quality Over Quantity

A few well-written, comprehensive documents are better than many scattered, incomplete ones.

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2. Keep It Current

Outdated information leads to wrong answers. Review and update your Knowledge Base regularly.

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3. Be Specific

Instead of “Our return policy is flexible,” write “We accept returns within 30 days of purchase. Items must be unused and in original packaging.”

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4. Include Common Questions

Add an FAQ document with questions customers actually ask and the answers they need.

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5. Use Clear Titles

Name documents clearly so both you and the AI can find them:
  • ❌ “doc_v2_final_FINAL”
  • ✅ “Return Policy - Updated January 2024”

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6. Structure Your Content

Use headings, bullet points, and clear sections. This helps the AI find relevant information quickly.

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How Document Processing Works

When you upload a document, here’s what happens:
  1. Upload: Your file is securely stored
  2. Extraction: Text is pulled from the document
  3. Processing: The content is analyzed and indexed
  4. Ready: Your AI can now reference this information
Processing usually takes a few seconds to a few minutes depending on document size.

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Troubleshooting

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”My AI doesn’t know about a document I added”

  • Make sure the document finished processing (no “processing” indicator)
  • Check that the document is shared with the AI employee you’re using
  • Verify the information is actually in the document text (not just images)

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“Upload failed”

  • Check file size (there may be limits)
  • Make sure the file type is supported
  • Try a different browser or clear your cache

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”The AI gives old information”

  • Update your documents with current information
  • Remove outdated documents
  • Add version dates to document titles

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Frequently Asked Questions

Q: How much can I upload? A: Storage limits depend on your subscription. Check your Profile for your limits. Q: Can the AI read images in documents? A: Currently, the AI primarily reads text. Important information in images should also be included as text. Q: How long until a new document is usable? A: Usually within a few minutes. Large documents may take longer. Q: Can I connect to external sources like Google Drive? A: Yes! Check the Integrations page for available connections.

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Next Steps