Knowledge Base Overview
Build and manage AI knowledge stores.
Knowledge Bases store your company documentation, FAQs, and reference materials that AI Assistants can use to provide accurate, contextual answers.
Power Your AI
Knowledge Bases are the foundation for intelligent AI assistants. The better your knowledge base, the more helpful your assistants become.
What to Include
Add content that helps AI assistants answer questions accurately:
- Product Documentation - Features, specifications, how-to guides
- Pricing Information - Plans, tiers, discounts, terms
- Company Policies - Return policy, SLAs, terms of service
- FAQs - Common questions and answers
- Process Documentation - Internal procedures, workflows
- Competitor Information - Comparison sheets, differentiators
Creating a Knowledge Base
Navigate to Knowledge
Go to Settings then Knowledge Bases.
Create New
Click Create Knowledge Base.
Name It
Give it a descriptive name like Product Docs or Sales FAQ.
Add Content
Upload files or paste text content.
Process
Wait for content to be processed and indexed.
Content Types
Text Content
Paste text directly into the knowledge base editor:
# Product Pricing
## Starter Plan - $29/month
- 1 user seat
- 500 automation runs
- Basic email templates
- Community support
## Pro Plan - $99/month
- 5 user seats
- 5,000 automation runs
- Unlimited email templates
- Priority supportFile Uploads
Supported file formats:
| Format | Extension | Notes |
|---|---|---|
| Plain Text | .txt | Simple text files |
| Markdown | .md | Formatted documentation |
| Documents, manuals, guides | ||
| Word | .docx | Microsoft Word documents |
| HTML | .html | Web pages |
URL Import
Import content from web pages by providing URLs. The system extracts and indexes the text content.
Organization
Keep knowledge bases organized for better results:
Separate by Topic
- Product Knowledge - Features and capabilities
- Sales Knowledge - Pricing, objection handling
- Support Knowledge - Troubleshooting, FAQs
- Policy Knowledge - Terms, compliance
Use Clear Titles
Name documents clearly so the AI can identify relevant content:
Good: "Return Policy - 30 Day Money Back Guarantee"
Bad: "policy_v2_final"
Good: "API Rate Limits and Quotas"
Bad: "limits.txt"Connecting to Assistants
Open Assistant Settings
Edit the assistant you want to enhance.
Knowledge Section
Find the Knowledge Bases section.
Select Bases
Check the knowledge bases to attach.
Save
Save the assistant configuration.
Selective Knowledge
Only attach relevant knowledge bases. A sales assistant needs product and pricing info, but not technical troubleshooting guides.
Updating Content
Keep knowledge bases current:
- Edit existing - Update text content directly in the editor
- Replace files - Upload new versions of documents
- Add new content - Expand knowledge as your product grows
- Remove outdated - Delete information that is no longer accurate
Reprocessing Required
After updating content, the knowledge base needs to reprocess. This typically takes a few minutes depending on content size.
Best Practices
Content Quality
- Write clear, concise content
- Use consistent terminology
- Structure content with headings
- Include specific details and examples
- Avoid jargon unless defined
Maintenance
- Review quarterly for accuracy
- Update when products or policies change
- Remove deprecated information
- Monitor assistant accuracy for gaps
Troubleshooting
Assistant not finding information
- Verify the knowledge base is attached to the assistant
- Check that content has finished processing
- Ensure content uses relevant keywords
- Try rephrasing your question
Incorrect answers
- Review source content for accuracy
- Check for conflicting information
- Update outdated content
- Add more specific details
Next Steps
- Configure AI Assistants to use your knowledge bases
- Use AI in automations for dynamic responses